I am working to setup custom response templates, to be used when agents close ticket requests. I see in the template design screen that the following variables are available (%USERNAME% , %USERCOMPANY% , %USEREMAIL% , %AGENTNAME% , %AGENTEMAIL%) - but there are additional fields in the ticket itself that I'd like to reference, i.e. Ticket Number, Open / Close Date and Time, in order to provide a clear response to our users.
I have found a few mentions of different ways to reference variables, but none of them work. Are we not able to insert more details than the 5 variables mentioned above?
Any help would be greatly appreciated!
Thank you,
--Brian