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Timeline Comments in Emails


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We are looking to update the template AnalystCustomerUpdateRequestNotification. We want to update this to include comments that the customer has posted to the request. Whilst using the variable {{RequestLastActivity.H_content}}, we've noticed that if the customer is just replying to a post (leaving a comment) it will include the wording of the timeline post and not the customer's comments. 

How can we pull the customer's comments on a request and insert these to the email template? We'd ideally need a variable for Last Customer Update? so that this could pull either a timeline update or a comment?

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  • 2 weeks later...

+1 - I think this has been requested in the past a few times already, regardless, it doesn't hurt to highlight it again.

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