Can I put custom field values in an email notification

Yes, with a placeholder that uses the field's ID. Test with a ticket where the field is empty.

Yes, with a placeholder that uses the field's ID. Test with a ticket where the field is empty.

How

Find the field's ID in Admin Center, build the placeholder with it, and put that in the trigger's message. For a drop-down, choose the version that gives the title rather than the internal value, or your customer receives something like cat_hw_laptop.

The two things that go wrong

• The field is empty. The placeholder resolves to nothing and the sentence goes out anyway. Write around it, or use a Liquid conditional so the sentence only appears when there is a value.
• The ID is from another environment. A rule built in a sandbox and rebuilt by hand in production refers to a field ID that does not exist there, and produces blanks silently.

Test both cases

One ticket with the field filled in, one without. The second is the one your customers will meet, and it is the one nobody checks.

See also

• Placeholders for custom fields
• Why there is a blank line where my placeholder should be