Can I use the value of a custom ticket field to automate an outbound notification?

Question

I want to use the email address from a custom ticket field to send an email. Can I use the value of a custom ticket field to automate an outbound notification?

Answer

Yes, you can use macros to start an email side conversation and add the custom ticket field placeholder in the To field. Advise your agents to review and edit the body of the email if needed, and to click Send.

For more information, see this article: Using macros to start side conversations.