Implemented 4/28/2025 Adrian Carlson

4

Votes

Ability to access custom fields in ticket response

It would be highly beneficial to have the ability to reference and dynamically populate custom field values directly within ticket responses, similar to how they are currently available through Email Tags.

Specifically, this functionality would be extremely useful when creating and using Canned Responses. For example, I often create canned responses like the following:

#CF_VALUE_59314#'s account has been deactivated from your school.

Currently, I manually copy and paste the custom field tag (e.g., #CF_VALUE_59314#) into the response body. However, it would be ideal if the system could automatically replace the placeholder with the actual custom field value at the time the canned response is inserted into the ticket.

Implementing this feature would streamline workflows, reduce manual input, and minimize the risk of human error when referencing custom field data in ticket communications.


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