If then placeholders

Hi Chuck,

Yes, it is possible to do so with the use of Liquid placeholders. You can read more about Liquid here.

In your use-case, please try using this:

{% if ticket.cf.name %}
{{ticket.cf.name}}

{% else %}
{{ticket.requester.firstname}}

{% endif %}

Place this code in Admin → Email Notification → Templates → Agent reply templates. You can replace the ticket.cf.name with the respective placeholder that you want to check for.

Hope that was helpful :)