Hello All,

 

Is there anyway to intercept Email messages? I want to add a custom field to message and then depending upon this field change the Email contents. I am not able to find any message template though I am able to add a custom field to ticket entity. Now I am trying to find a place where I could intercept the comment/Email process?

 

Also is there any way to make a comment visible to customer?  

 

Kind Regards