Hi everyone,
I’m trying to enhance our automated internal notifications for service tickets. Specifically, when a customer replies to an existing ticket, our “customer replied” workflow sends an internal email alert to our team.
What I can’t figure out is how to include the actual text of the latest email reply inside that internal notification email. I’m aware of the default personalization tokens for tickets, but none seem to pull the most recent inbound email message.
Has anyone found a way to:
Insert the latest email reply directly into the internal email body, or
Use a workaround to capture and display that most recent message content?
Any guidance or creative solutions would be appreciated.
Thanks in advance!