I want some functionality in Escalated Ticket Notification. When a ticket is escalated , an email is generated to the user. This email notification also contain ticket detail, which I fetched by adding following field in the Ticket Escaltion Notification wrote: <Complaint> <Complaint> I further want that if an agent has added some notes on the ticket it also goes with the escalated ticket email notification. Here is my customized Ticket Escalation Notification Hi , The ticket "" in ""is escaleted! Its solution time i.e 16 Hours has been passed. Please have a look at the unsolved Complaint: wrote: <Complaint> <Complaint> Shortcut to complaint is ://192.168.3.80/index.pl?Acti on=AgentZoom&TicketID= No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.22/1015 - Release Date: 9/18/2007 11:53 AM