Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes. Put {{ticket.description}} into the acknowledgement trigger's message and the customer receives their own words back with your confirmation. It returns more than their words, though, which is the reason to think before using it.
What that placeholder contains
Not just the text. {{ticket.description}} renders the requester's name, the date of the comment, and the first comment on the ticket.
So the confirmation quotes back a small formatted block rather than a sentence, and on a long message it dominates the email. There is a second point: if the subject field is empty or not visible to the requester, that first comment is used and sent to the requester, and this holds for private tickets too.
Whether you should
For it: it proves what you received. Somebody who wrote a long message and gets back a bare acknowledgement cannot tell whether it arrived intact, particularly if they attached something.
Against it: length, because a detailed message quoted back is unreadable on a phone. Sensitive content, because if a customer sent something they should not have, you have now emailed it back and that copy sits in another inbox. And it reads oddly when the original was two lines.
The middle way is to confirm what you received without quoting it: the ticket number, the subject and when to expect an answer. That gives the reassurance without the drawbacks, and it fits on a phone screen.
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