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Merge fields in Predefined Ticket replies


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I am wondering if its possible that when creating a predefined ticket reply, is it possible to insert the clients name in the reply?


For example, on the email templates you can define {$client_first_name}.


It would be handy to also predefine the ticket subject too when creating a new ticket by being able to insert certain merge fields.

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I'm afraid merge fields can't be used in ticket replies themselves, this is for the same reason you can't HTML to format your message and there isn't a rich text editor for ticket replies; it would prevent you from sending code snippets to your clients.


I can understand the html bit, but surely its possible to mail merge customer fields into a text email? (rhetorical question).

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