How to Setup Email Message 

In your messages you can use some dynamic content.
To apply it you can use tags from the table below.
You can add these tags into your email body and email subject.
 
Support Request Information
Tag Name  Tag Description 
 {site_url} Site URL 
 {support_url} URL for customer reply 
 {support_id} Support request unique identificator 
 {vc} Verification code to access request 
 {user_id} User unique identificator 
 {user_name} Customer name 
 {identifier} Product identifier 
 {environment} Product environment 
 {remote_address} Customer IP 
 {product} Product title 
 {assign_to} Responsible administrator name 
 {type} Request type 
 {status} Current status 
 {priority} Request priority 
 {request_added} When request was added 
 {date_modified} When request was modified 
 {summary} Request summary 
 {description} Request description 
 {message_added} When reply message was added 
 {message_text} Reply message 
 

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