Using dynamic placeholders in Canned Responses
Placeholders are a way to add dynamic content and personalise your automated emails.
To use this feature, click the Insert Placeholders button above your text box. Placeholders are available to be used with
- Email Notifications (which are sent to customers automatically) when enabled,
- Canned Responses (which are manually inserted into ticket replies), and
- Pre-formatted reply templates
A list of all placeholders are as follows:
Placeholder text
What it represents
{{ticket.id}}
The unique ticket ID generated for each ticket
{{ticket.subject}}
Subject of the ticket
{{ticket.description}}
Description content in the ticket
{{ticket.url}}
URL of the ticket for logged-in users
{{ticket.public_url}}
Public URL to view the ticket without logging in
{{ticket.portal_url}}
Portal-specific URL
{{ticket.from_email}}
Email address of the email sender for the ticket
{{ticket.requester.email}}
Primary email address of the requester (in case of multiple email addresses)
{{ticket.status}}
Current status of the ticket in the helpdesk (numerical value)
{{ticket.agent.name}}
Name of agent ticket is assigned to
{{ticket.requester_status_name}}
Returns the status of the ticket as displayed on the customer portal
{{ticket.status_changed_on}}
Timestamp of the latest change in the ticket's status
{{ticket.priority}}
Current priority of the ticket
{{ticket.source}}
Returns a numerical value indicating the source of the ticket (1 - Email, 2 - Portal, etc.)
{{ticket.source_name}}
Returns the name of the source of the ticket (Email, Twitter, Facebook, Phone, etc.)
{{ticket.tags}}
Tags that have been added to the ticket
{{ticket.due_by_time}}
Date & Time by which a resolution is due on a ticket (set by SLA rules)
{{ticket.due_by_hrs}}
Time by which a resolution is due on a ticket
{{ticket.sla_policy_name}}
The SLA policy that is applicable for the ticket
{{ticket.attachments}}
Attachments available in the ticket
{{ticket.requester.name}}
Full name of the requester
{{ticket.requester.firstname}}
First name of the requester
{{ticket.requester.lastname}}
Last name of the requester
{{ticket.requester.job_title}}
Title of the requester