diff --git a/api/BusinessLogic/Emails/EmailTemplateParser.php b/api/BusinessLogic/Emails/EmailTemplateParser.php
index 563a993e..1961ee88 100644
--- a/api/BusinessLogic/Emails/EmailTemplateParser.php
+++ b/api/BusinessLogic/Emails/EmailTemplateParser.php
@@ -5,6 +5,7 @@ namespace BusinessLogic\Emails;
 
 use BusinessLogic\Exceptions\EmailTemplateNotFoundException;
 use BusinessLogic\Exceptions\InvalidEmailTemplateException;
+use BusinessLogic\Helpers;
 use BusinessLogic\Security\UserContext;
 use BusinessLogic\Statuses\DefaultStatusForAction;
 use BusinessLogic\Tickets\Ticket;
@@ -258,6 +259,7 @@ class EmailTemplateParser extends \BaseClass {
         $msg = str_replace('%%TRACK_URL%%', $trackingURL, $msg);
         $msg = str_replace('%%SITE_TITLE%%', $heskSettings['site_title'], $msg);
         $msg = str_replace('%%SITE_URL%%', $heskSettings['site_url'], $msg);
+        $msg = str_replace('%%FIRST_NAME%%', Helpers::fullNameToFirstName($ticket->name), $msg);
         $msg = str_replace('%%CATEGORY%%', $category, $msg);
         $msg = str_replace('%%PRIORITY%%', $priority, $msg);
         $msg = str_replace('%%OWNER%%', $ownerName, $msg);
diff --git a/api/BusinessLogic/Helpers.php b/api/BusinessLogic/Helpers.php
index ea92bc5c..7a0fb87d 100644
--- a/api/BusinessLogic/Helpers.php
+++ b/api/BusinessLogic/Helpers.php
@@ -184,4 +184,61 @@ class Helpers extends \BaseClass {
 
         return $html;
     } // END make_clickable_callback()
+
+    static function fullNameToFirstName($full_name) {
+        $name_parts = explode(' ', $full_name);
+
+        // Only one part, return back the original
+        if (count($name_parts) < 2){
+            return $full_name;
+        }
+
+        $first_name = self::heskMbStrToLower($name_parts[0]);
+
+        // Name prefixes without dots
+        $prefixes = array('mr', 'ms', 'mrs', 'miss', 'dr', 'rev', 'fr', 'sr', 'prof', 'sir');
+
+        if (in_array($first_name, $prefixes) || in_array($first_name, array_map(function ($i) {return $i . '.';}, $prefixes))) {
+            if(isset($name_parts[2])) {
+                // Mr James Smith -> James
+                $first_name = $name_parts[1];
+            } else {
+                // Mr Smith (no first name given)
+                return $full_name;
+            }
+        }
+
+        // Detect LastName, FirstName
+        if (self::heskMbSubstr($first_name, -1, 1) == ',') {
+            if (count($name_parts) == 2) {
+                $first_name = $name_parts[1];
+            } else {
+                return $full_name;
+            }
+        }
+
+        // If the first name doesn't have at least 3 chars, return the original
+        if(self::heskMbStrlen($first_name) < 3) {
+            return $full_name;
+        }
+
+        // Return the name with first character uppercase
+        return self::heskUcfirst($first_name);
+    }
+
+    static function heskMbStrToLower($in) {
+        return function_exists('mb_strtolower') ? mb_strtolower($in) : strtolower($in);
+    }
+
+    static function heskMbStrlen($in) {
+        return function_exists('mb_strlen') ? mb_strlen($in, 'UTF-8') : strlen($in);
+    }
+
+    static function heskMbSubstr($in, $start, $length) {
+        return function_exists('mb_substr') ? mb_substr($in, $start, $length, 'UTF-8') : substr($in, $start, $length);
+    }
+
+    static function heskUcfirst($in) {
+        return function_exists('mb_convert_case') ? mb_convert_case($in, MB_CASE_TITLE, 'UTF-8') : ucfirst($in);
+    }
 }
\ No newline at end of file
diff --git a/inc/email_functions.inc.php b/inc/email_functions.inc.php
index 7be13062..7f539ac4 100644
--- a/inc/email_functions.inc.php
+++ b/inc/email_functions.inc.php
@@ -782,6 +782,7 @@ function hesk_processMessage($msg, $ticket, $is_admin, $is_ticket, $just_message
         $msg = str_replace('%%TRACK_URL%%', $trackingURL, $msg);
         $msg = str_replace('%%SITE_TITLE%%', $hesk_settings['site_title'], $msg);
         $msg = str_replace('%%SITE_URL%%', $hesk_settings['site_url'], $msg);
+        $msg = str_replace('%%FIRST_NAME%%',hesk_full_name_to_first_name($ticket['name']),$msg);
 
         if (isset($ticket['message'])) {
             // If HTML is enabled, let's unescape everything, and call html2text.
@@ -863,6 +864,7 @@ function hesk_processMessage($msg, $ticket, $is_admin, $is_ticket, $just_message
     $msg = str_replace('%%ID%%', $ticket['id'], $msg);
     $msg = str_replace('%%TIME_WORKED%%',  $ticket['time_worked']   ,$msg);
     $msg = str_replace('%%LAST_REPLY_BY%%',$ticket['last_reply_by'] ,$msg);
+    $msg = str_replace('%%FIRST_NAME%%',hesk_full_name_to_first_name($ticket['name']),$msg);
 
     /* All custom fields */
     for ($i=1; $i<=50; $i++) {