Hello {{ contact_name }},

{% if kind == "reply" %}

{{ author_name }} replied to your request "{{ case_name }}":

{# Autoescaped before the line breaks are added, so a reply is shown as the text that was typed and never as markup. #}
{{ reply_text|linebreaksbr }}
{% else %}

Your request "{{ case_name }}" is now {{ case_status }}.

{% endif %} {% if reply_by_email %}

You can reply to this email, and your reply will be added to the request.

{% else %}

Please do not reply to this email. To answer, use the support portal link below.

{% endif %}

View the request in the {{ org_name }} support portal

You will be asked to sign in, and we will email you a six digit code to do that.