Why is the Custom Field not visible in the email template?

Sometimes, if you include a custom field placeholder in an email template, the placeholder might end up empty after the email is sent. This happens because the custom field is set to be invisible to the customer. To enable it, go to Admin > Ticket Fields > Select the ticket field > Select the “Visible to user” checkbox. Check out the screenshot below for clarification.

Once you enable the ‘Visible to user’ option, the placeholder in the email templates will be able to display the value of the custom field.