Step 2. Select a macro parameter and then click Add to insert it into the email body.
Step 1. Insert the macro parameter into the email body;
Step 2. Copy/cut the macro parameter from the email body and paste into the email subject.
Here is a sample personalized follow-up email.
And here is a sample follow-up email when it is sent out.
Additional Information: Macro Parameters for Comm100 system fields.
{!Ticket.Id} is the Ticket Id of a ticket.
{!Ticket.Subject} is the subject of a ticket.
{!Ticket.First Correspondence} is the first ticket message in a ticket. If the ticket is submitted from a web-to-ticket form or your help desk, {!Ticket.First Correspondence} is the message in the Content field; if the ticket is from an email, {!Ticket.First Correspondence} is the content of the email.
{!Ticket.Name} is the name of a ticket's submitter.
{!Ticket.Email} is the email address of a ticket's submitter.
{!Ticket.Status} is the current status of a ticket. There are five types of ticket status in total which are New, Pending Internal, Pending External, Deferred and Closed.
{!Ticket.Priority} is the current priority of a ticket. There are four levels of ticket priorities in total which are Low, Normal, High and Urgent.
{!Ticket.Source} tells you from which communication channel a ticket comes. A ticket can be created manually or from an email, live chat, offline message, website and help desk.
{!Ticket.Assignee} is the operator who is assigned to follow up on a ticket.
{!Ticket.Create Time} is the time & date when a ticket is created.
{!Ticket.Receiving Email} tells you from which email server a ticket is received. When you reply to a ticket , the ticket's receiving email is used as its default email server to sent out email replies.
{!Ticket.Last Status Change Time} is the time & date when the status of this ticket is changed last time.
{!Ticket.Last Activity Time} is the time & date when any activities a ticket is edited/managed/responded.