We use notifications (email templates) if an ticket hasn't been replied to by the EU indicating that the ticket is inactive. Often times, the EU doesn't recall the last comment the technician made when they get the email notification. While we understand it's easy to have people refer to previous emails or log into the portal, that doesn't work in practice.

To this end, having a {[Technician Last Comment]} snippet would be great to add to the template to jog their memory.

Thanks.
Jeremy