Hi, I am having a problem inserting tags into notification emails. I want the email to say something like: Hi text text text text etc. For some reason when the email is sent the name of the agent is inserted instead of the customer name. For example, i am an agent and there is another agent called Matt. If Joe creates a ticket and then I assign Matt as the owner the notification email to the customer reads: Hi Matt, text text text text etc. Where as it is supposed to read: Hi Joe, text text text text etc. Can anyone help me as to what I am doing wrong? Thank you Leigh Reed