Pulling ticket info into a email to customer

[gwynne]

I was wonder if it would be possible to create emails pulling data from the ticket to create a template of such. This would include question answers

 

Regards

Gareth

[Steven Boardman]

Hi @gwynne

Is this for automated email replies?

Using the email templates you can already include the request variables in those templates.  We also introduced the ability a while back to allow the mapping of question answers into the custom fields of requests, so that you could include those answers in the email templates. 

There is some info on the wiki about mapping answers to custom questions to request fields here, and then in turn using them in email templates: https://wiki.hornbill.com/index.php/Progressive_Capture_Workflow

 Or where you thinking of something else?

Steve