We're really limited to the variables listed on the email template pages? Really?

Why isn't the submitter's phone number an available field?! How is it that one can update a ticket via email but not even have enough information in a ticket email to contact the submitter by phone.

Is there a workaround (or planned enhancement) for the email templates?

- Allen
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Yes, there is a workaround. You can write your own ticket rule to do the same thing and include whatever data you desire.
Answered 01/12/2011 by: airwolf
Tenth Degree Black Belt

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There are some engineering goals to add other fields in as variables for the email templates but today the workaround is to use rules if the email templates are not sufficient.
Answered 01/12/2011 by: GillySpy
Seventh Degree Black Belt

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Thank you. I was guessing that a ticket rule would have to be in order. Not quite ready to take that on this week, lol. Seems pretty powerful but also see lots of cautionary text around testing and having them run. Will revisit in the near future.
Answered 01/12/2011 by: bostonbound
Purple Belt

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Hey guys is there a site somwhere that list the email template variables or documentation? Thanks.
Answered 01/12/2012 by: nswift
Yellow Belt

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Answer this question or Comment on this question for clarity