Fail to mail merge custome field

[joebordes]

I had no problem at all.
I went to the support tickets module, settings, layout editor, added a custom text field called testabc, edited the template you link above and added this line:

helpdesk_testabc=TICKET_TESTABC

mass edited the field and merged: I got the line filled in correctly:

helpdesk_status=Open
helpdesk_title=Problem about cannot hear your salesperson on asterix calls
helpdesk_solution=
helpdesk_category=Small Problem
helpdesk_severity=Minor
helpdesk_priority=Low
helpdesk_relatedto=Dahlia Benett
helpdesk_testabc=zxze