Update Received On Ticket
Hello {agent_name}: A client just replied to a ticket that you are in charge of: {ticket_title}. Here is what they said on ticket #{ticket_id}:
{message}
To view the full ticket or add a reply, please click the link below
View Ticket
You are receiving this message because you are an agent or employee of {site_name}

Attachments: {attachments}

{ticket_status} | Ticket Status
{customfield:warningmessage} | Custom field : Warning Message
{customfield:modelxx} | Custom field : Model
{customfield:cf_delivery_date} | Custom field : Delivery Date
{customfield:as_year_manufactured} | Custom field : Year Manufactured
{customfield:as_cf_box_types} | Custom field : Box Types
{customfield:as_cf_ordercomments} | Custom field : Order Comments
{customfield:as_cf_shipping_method} | Custom field : Shipping Method
{customfield:assignee} | Custom field : Agent
{customfield:status} | Custom field : Status
{customfield:ticket-tag} | Custom field : Tag
{customfield:product} | Custom field : Product
{customfield:department} | Custom field : Department
{customfield:ticket_priority} | Custom field : Priority
{customfield:ticket_channel} | Custom field : Channel
{customfield:secondary_assignee} | Custom field : Additional Support Staff #1
{customfield:tertiary_assignee} | Custom field : Additional Support Staff #2
{customfield:ttl_replies_by_agent} | Custom field : Number of Replies By Agent
{customfield:ttl_replies_by_customer} | Custom field : Number of Replies By Customer
{customfield:ttl_replies} | Custom field : Total Replies On Ticket
{customfield:ttl_calculated_time_spent_on_ticket} | Custom field : Gross Time
{customfield:ttl_adjustments_to_time_spent_on_ticket} | Custom field : Time Adjustments
{customfield:time_adjustments_pos_or_neg} | Custom field : +ive or -ive Adj?
{customfield:final_time_spent_on_ticket} | Custom field : Final Time
{customfield:time_notes} | Custom field : Notes
{customfield:first_addl_interested_party_name} | Custom field : Name Of Additional Interested Party (#1)
{customfield:first_addl_interested_party_email} | Custom field : Additional Interested Party Email (#1)
{customfield:second_addl_interested_party_name} | Custom field : Name Of Additional Interested Party (#2)
{customfield:second_addl_interested_party_email} | Custom field : Additional Interested Party Email (#2)
{customfield:ticket_lock} | Custom field : Ticket Lock

Click To Close Tags click_to_close_url: {click_to_close_url} click_to_close_link: {click_to_close_link} Click To View Tags click_to_view_url: {click_to_view_url} click_to_view_link: {click_to_view_link} Full Ticket {fullticket}