06/13/2019 245 views
We have an alert that gets sent to the queue owners when a new ticket is created. How can I add the ticket summary to the alert that is sent out?
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Check out the Need Help. It will show you the variables you can use for the email configuration.

You will need  '$last_comment'

Just apply this to your 'Ticket Created from Portal' and 'Ticket Created from Email' it will show up with the Summary.
Answered 06/14/2019 by: Ziggi
Blue Belt

  • When we enable 'Ticket Created from Portal' and 'Ticket Created from Email' from Email on events for the queue owners they get the same response that the submitter gets. Is there a way to change what's sent to submitters and queue owners from that alert? If not we'd like to keep the custom email alert for the queue owners and add a summary of the new ticket to the custom alert.