I was setting up some ‘responses’ that we can use with client requests, and was wondering if there was a way to use the ##fieldname## placeholder notation for Custom Fields, as well as for the pre-defined placeholders on the pop-up window, accessible via ‘response configuration’. I attempted several variations of the ‘email parser: advanced tags’ to no avail. System-defined placeholders that I tried worked fine. Running H/S ver 1.3.1
ex1: I’d like to add a custom field for “Release Notes” that can be auto-inserted
in an email to a customer, notifying then that a feature was implemented or
that a bug was fixed.
ex2: many times, the initial-request does not provide a good one-line summary of the request/issue/feature - I’d like to define a custom field for “summary” and (as in the above example) use that in subject-line email correspondence with clients, and also in reports, MyQueue, etc.