Enter text and RB9 data fields to alert contacts via email that there is a response to their support ticket and/or include response information in email. For example, you will probably want to include the text of the latest reply (LastReplyMessage datafield) so the contact does not have to go to RB Connect to see your reply. To customize *Email Subject and*Email Message(both required) for emails to contacts about support tickets, see Customizing communications.