Helprace email placeholder guide

Placeholders are commands that refer to ticket properties in email messages. Without the use of placeholders, it would be impossible to send notifications to customers.

Here's where you can use placeholders:

The placeholder link can be found when setting canned responses (macros) or email notifications as part of your business rules (triggers and automations). Click Show placeholder details to see the full list of placeholders.

Placeholders are divided into 3 categories: TicketsUsers and Comments. Ticket properties contain data such as status, priority and ticket URL. User properties include names, emails and so on. Comments contain previous ticket replies arranged in various ways.

Tickets

Ticket placeholders are designed for general ticket properties in Helprace.

ticket.created and ticket.updated refer to time when ticket was created or updated

Placeholder

Description

{$ticket.title}
Ticket subject
{$ticket.description}
Ticket description
{$ticket.link}

Full URL path to ticket

{$ticket.url}

Relative URL path to ticket

{$ticket.url_with_protocol}

Relative URL path to ticket

{$ticket.id}

Unique ticket ID

{$ticket.via}

The source channel of the ticket. It can be email, user-portal, admin-panel, feedback-widget, or api.

{$ticket.status}

Ticket status (New, Open, Pending, On-Hold, Solved)

{$ticket.priority}

Ticket priority (Low, Normal, High, Urgent)

{$ticket.ticket_type}

Ticket type (Question, Incident, Problem, Task)

{$ticket.tags}

All tags registered on the ticket.

{$ticket.created_at}

Time ticket was created

{$ticket.created_at_with_timestamp}

Ticket created timestamp

{$ticket.updated_at}
Time ticket was updated
{$ticket.updated_at_with_timestamp}

Ticket updated timestamp

Ticket users

Ticket users include:

  • ticket.assignee - person assigned to the ticket
  • ticket.requester - person requesting the ticket
  • ticket.submitter - person submitting the ticket
  • current_user - person currently updating the ticket. It can be either an agent or an end-user.

Placeholder

Description

{$ticket.account}

Your account name

{$ticket.assignee.name}

Ticket assignee name, if any

{$ticket.assignee.first_name}

Ticket assignee first name, if any

{$ticket.assignee.last_name}

Ticket assignee last name (if any).

{$ticket.requester.name}

Ticket requester full name.

{$ticket.requester.first_name}

Ticket requester first name

{$ticket.requester.last_name}

Ticket requester last name.

{$ticket.requester.email}

Ticket requester email.

{$ticket.submitter}

Ticket submitter email.

{$ticket.ccs}

Ticket CCs.

{$ticket.cc_emails}

Ticket CCs emails

{$current_user.name}

The username of the user

{$current_user.first_name}

The user's first name

{$current_user.second_name}

The user's second name.

{$current_user.role}

The user's role (end-user or agent). Administrator users return as agent.

{$current_user.extend_role}

returns the name of the agent's Enterprise role.

{$current_user.id}

The user's ID.

{$current_user.email}

The user's email address.

Ticket comments

Ticket comments are added to tickets as a separate object. Helprace returns formatted and non-formatted data as explained below:

Placeholder

Description

{$ticket.comments}

All comments

{$ticket.comments_formatted}

All formatted comments

{$ticket.latest_comment}

Latest comment

{$ticket.public_comments}

Public comments, latest first

{$ticket.public_comments_formatted}

Formatted public comments, latest first

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