Intercept Email/Messages on ticket
Idea shared by Mazhar Qayyum - 12/5/2014 at 9:32 AM
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

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Employee Replied
Employee Post
No, I don't believe these are currently possible. I will change the type of this thread to a feature request so that others can vote it up.

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