Customer service release

Include custom field values in emails automatically

Applies to: internal forms and forwarding

When you’re creating tickets from within the inbox, you have the option to send a copy of the information to the client. As of today, you can manually decide to include custom fields as well.

This is what this process looks like from an agents’ point of view:

Internal form with a custom field

As shown below, the email received by the customer contains the “Order number” value: