Add Customer update to email update

[chriscorcoran]

Hi 

I would like to add the text into the body of the email that service desk analysts get to say customer has updated call by email, does anyone know which variable will show what the customer has entered?

Thanks

Chris

[David Hall]

Hi @chriscorcoran,

Apologies for there being no response when you originally posted.

I have been following up on this scenario recently and currently the email content in this scenario is not something that can be configured via templates, the content is fixed.  We have raised a change internally to look to provide the use of templates in future, however as an interim measure, as of our most recent build of Service Manager (build 966) the email notification sent when a customer updates via email will now additionally include the content of that update, so you should now get visibility of the customer update directly from the email.  

Kind Regards,

Dave.

[chriscorcoran]

Thanks Dave