Currently the default ticket owner gets a message every time the user creates a ticket in KACE, the outgoing message is:
Ticket Modified:
For complete details, see:
    $ticket_url

$change_desc

Unfortunately the field $change_desc sends only the user name of the submitter, what I would like to have is the following:

Ticket Modified:
For complete details, see:
    $ticket_url
(User email address)
$change_desc

Right now what happens is that the user email that would normally come in the message via the $change_desc is resolving to the username Wordpress.  So if you try to reply to the user you have to open up KACE and go into the case, hover over the Wordpress entry to discover the users email address.  By adding the user (submitters) email address we can respond via our email, just need to know what the HTML is to populate the (User email address) on this line, thank you for your time...JB
 
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  • Mark, that worked. Thank you...JB
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Have you tried to use the token $ticket_submitter_email ?
 Kind regards,
 Marco - StockTrader
Answered 02/03/2016 by: StockTrader
Red Belt

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