@[deleted]Morning,How difficult would it be to get certain/all variables to work on all templates? I have tested the %{assignee} variable on 1.9.15 and on 1.10 but on both they dont work. :-( For a temporarily work around, I have instructed my staff/agents to assign the tickets that they open, to themselves. That way I can see which staff member/agent logged a ticket on a customers behalf, by the email notifications I receive. As for the email tickets to display the entire thread, I cant get this to work. I can get the First and last response to populate in the email notifications. Are you aware of a way to get Collaborators to receive the first email aswell, and not only from the second response onwards? I have tested a few solutions posted on the forum, but no success yet. Or alternatively is there a way to get responses/updates to tickets my Agents to be emailed to Users and Agents?Thanx In advance.Karel