Question

I need to send a customer their ticket number. It would be great to have this as a custom field on the case page so a simple screenshot or email or just copy and paste of the ticket number itself could be done.

Answer 1

First set up a snippet:

• Click My Settings, then Snippets
• Click Create New Snippet
• Type some Snippet code, like mysnippet
• Copy and paste this snippet

Replacement Text:

[[this block is selected]]
case ID (case): {case}
message subject (subject): {subject}
FogBugz URL (url): {url}
external ticket (ticket): {ticket}
single case ticket (ticket_singlecase): {ticket_singlecase}
external link (ticketurl): {ticketurl}
single case link (ticketurl_singlecase): {ticketurl_singlecase}
sender's email (sender): {sender}
my name (username): {username}
my email (useremail): {useremail}
mailbox name (fullname): {fullname} (empty in snippets)
mailbox email (email): {email} (empty in snippets)

• Edit it to contain the parts you like
• Press OK

Now when replying to a case, type the snippet code followed by the Snippet Activation Key (see your Options): mysnippet`

In addition, for every Mailbox, admins can configure a Message Template or even a message to Reply Automatically.