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Customize email message template

Learn how to include values from custom ticket columns in HelpDesk for Microsoft 365 notification emails.

Suppose you have added a custom Order Number column to a ticket and want to include its value in notification messages. The resulting email will look like this:

Example of the updated message template

First, create the custom column in the HelpDesk Tickets list and add it to the ticket form using Plumsail Forms.

HelpDesk ticket form with the custom Order Number column

Next, open Triggers and select the trigger whose notification you want to customize.

In a message template, you can use tokens to reference HelpDesk entities and their fields. For example, the {{Ticket.FieldInternalName}} token returns the value of the specified field in the current ticket.

Replace FieldInternalName with the internal name of your custom column. For the Order Number column, the token is {{Ticket.OrderNumber}}.

If you do not know the column’s internal name:

  1. Navigate to Settings using the icon in the navigation bar.

  2. Click List settings.

  3. Select the required column to open the Edit Column page.

  4. In the browser address bar, copy the value after Field=. In this example, the internal name is OrderNumber.

Edit Column page showing the internal name of the custom column in the URL

Return to Triggers and insert {{Ticket.OrderNumber}} wherever you want the value to appear in the message template. You can add explanatory text before or after the token:

HelpDesk message template with the Order Number token and additional text

Save the message template. Notification emails generated by this trigger will now include the order number.