Customer context: A customer is experiencing issues with the "firstRecipientFirstName" variable not functioning when creating a new ticket.
Customer: Why doesn't the "firstRecipientFirstName" variable work when I am creating a new ticket?
Answer: The {$firstRecipientFirstName} variable does not work in the "new ticket" email template because when the template is loaded when creating a new ticket, the system does not know the recipient's name yet. There is no recipient name that can be populated in the variable at that moment.