Can I add custom ticket field values to email notifications?

Question

Can I add custom ticket field values to email notifications?

Answer

Yes, you will need to add placeholders referencing the custom ticket field to the subject or body of your trigger or automation.

1. Open Admin Center, and navigate to Objects and rules > Tickets > Fields. Locate your custom ticket field, and copy the Field ID number.

2. Go to the trigger or automation sending the e-mail notification and add the placeholder there. You need to use the following format: {{ticket.ticket_field_<field ID number>}} 

Example:

For the custom field ID number: 900001783063 you will use this placeholder: {{ticket.ticket_field_900001783063}}

The value of the custom ticket field in the ticket will be added to the email notification sent by your trigger or automation.

For more information, see the article: Using placeholders.

Note: if your custom field is a dropdown, the format will be different:

{{ticket.ticket_field_option_title_<field ID number>}}

Example:

{{ticket.ticket_field_option_title_900001783063}}