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Can I use custom field data when customizing email templates?

We're actively rewriting our user guide, so check back for improved coverage.

Indeed you can! Just like any other type of field, you can use data from custom fields when editing the templates for autoresponders and notification emails. 

To specify a custom field as a variable in a template, you'll use the following tag: 


You can then replace 'GroupName' and 'FieldName' with the  actual group and field names for your custom field. Kayako will  then add that field's data to the email copy. 

NOTE: Only ticket custom fields can be used in the notifications email templates. 

Valid examples for the GroupName and FieldName

GroupName is -Testing group
FieldName are - Testing, Testing text, Text-area, Select_value, Testing-123

Template changes will be:

<{$_customFields[Testing_roup][Testing]}><br />
<{$_customFields[Testing_group][Testing_text]}><br />
<{$_customFields[Testing_group][Text_area]}><br />
<{$_customFields[Testing_group][Select_value]}><br />
<{$_customFields[Testing_group][Testing_123]}><br />

For more help, please refer to our articles on: 

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  1. Gurpreet Singh

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