new install 7.3 - email template fields still not populating

I know this issue has been raised from previous versions but I can not beleive such a fundamental feature was not solved with 7.3 :huh: ;
most likely I do not understand how the email replies to new case creation from new email works.

So could you please direct me on this or indicate me a path to get this working; I feel like a dog looking at a really appetizing bone behind a glass window :woohoo:

So email replies templated from case creation or update does not fil the template fields, I get something like this:
Hi $contact_first_name $contact_last_name,

            We've received your case $acase_name (# $acase_case_number) on $acase_date_entered

What am i doing wrong, is there a special setting to fill?

Thank you


Hi Serge,
I had the same problem in the past using workflow to create automated follow ups. I realised that when it’s an email sent from the system, just replace ‘‘contact’’ to ‘‘lead’’ and it should work. When I answer a customer and want to use the same concenpt, then I need to put values using ‘‘contact’’ or else it won’t fill in. Hope this helps you out!