Details
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Type:
Improvement
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Status: Closed
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Priority:
Major
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Resolution: Fixed
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Affects Version/s: None
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Fix Version/s: 4.7.0-b1
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Component/s: None
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Labels:None
Description
When a ticket received/updated email is sent, we include a {ticket} tag, but not anything related to the client that opened it. This is partially due to the fact that there may not be an associated client/contact because the ticket was emailed in.
We should consider setting a {contact} tag that contains the information on the contact that opened/replied to the ticket, assuming it is known. The {ticket.email} tag is the only information we would have if the ticket was emailed in and we don't know the related contact. Because of this, any update to the email template description to use the new tag should be conditional.
Be sure to update the documentation to indicate the new tags and what they represent.