Add a snippet for Technician Group. That way if a ticket is assigned to a group instead of a tech the notification email will say which group has it.

Add a link to the ticket as a snippet in the email template.

I would love to have more snippets related to default and custom fields associated with agents, tickets, users, sites, and assets. Having this information is especially useful for templating information provided by the end-user or technicians.

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

Things such as "ticket summary" would be an amazing snippet that would effectively just be a few data points that would be combined (description, name of submitter, etc.) to create an overall view of the ticket in email form

This would be very useful.

This would be very helpful, especially for auto ticket closed emails after a period of inactivity. I'm surprised this has not been implemented having been requested in 2022.

Functionality not yet implemented :'(

Why hasn't this functionality been integrated yet?

This seems like a really strange oversight, it should be there... it's available in the API and I can't see value in having the last contact note and not the last technician note... this should be added asap and should not require much development. It's a fairly standard thing for even free ticket platforms so really should be there.

Please enable ALL database fields to be used in Email templates AND quick reply templates instead of a limited amount of snippets

Absolutely a yes.

This would be very useful, especially as we have a manager overseeing our service desk who would like to be able to view the progress of tickets without having to sign in to Atera to view the responses.

Please add this option to send a notificacion to customer with the resolution of the ticket.

or something like Resolution Field.

This should be fast tracked to the front of development. Critical to know what a technician said when closing a ticket, e.g.

Create your own snippet

very very necesary this option!!!!

Please the snipets are very very limited at this moment...

please add the option to make possible in the email templates send a last technician note as snippet marked as "Resolution" or something like that

Add a snippet so we can make the last technician note or last reply from technician appear on the ticket resolved email.

This is useful to put all the information in one place and allows us to send resolution details to a primary contact via email if needed.

I'd like to be able to use snippets in email tickets that are dynamically linked to custom ticket fields that I've created.