It's really surprising that Freshdesk still treats this as a concatenated field given that in India and many other parts of the world our (first then last) convention is reversed. This results in some awkward email and case notifications at times.
Now that we have custom fields there is a workaround, but it's still not integrated in such a way that you can take advantage of it in templates.
So this request is to get proper field separation (as well as additional standard fields common to almost all CRM) so that {contact.firstname} can be replied upon.
