Ticket placeholder variables

Here's the list of all placeholder variables that are supported:

Ticket

Attribute

Type

Usage

-

id

String

{{ticket.id}}

-

title/subject

String

{{ticket.title}} / {{ticket.subject}}

-

description

String

{{ticket.description}}

-

source/channel

String

{{ticket.source}} / {{ticket.channel}}

-

category

String

{{ticket.category}}

-

number

Integer

{{ticket.number}}

-

priority

String

{{ticket.priority}}

-

status

String

{{ticket.status}}

-

link/url

String

{{ticket.link}} / {{ticket.url}}

-

created_at

String

{{ticket.created_at}}

Example: Aug 19, 2019

updated_at

String

{{ticket.updated_at}}

-

latest_comment

String

{{ticket.latest_comment}}

-

tags

Array

{{ticket.tags}}

To be used in loops

organization

Object

{{ticket.organization.keys...}}

Refer: Organization Placeholders

requester

Object

{{ticket.requester.keys...}}

Refer: User Placeholders

agent

Object

{{ticket.agent.keys...}}

Refer: User Placeholders

User

Attribute

Type

Usage

-

id

String

{{..key.id}}

Example: {{ticket.agent.id}}

email

String

{{..key.email}}

Example: {{ticket.requester.name}}

name

String

{{..key.name}}

-

first_name

String

{{..key.first_name}}

-

last_name

String

{{..key.last_name}}

-

Organization

Attribute

Type

Usage

id

String

{{organization.id}}

name

String

{{organization.name}}

subdomain

String

{{organization.subdomain}}

tags

Array

{{organization.tags}}

Formatting helpers

1. Format Timestamp

{{ ticket.created_at | date: "%a, %b %d, %y" }} converts timestamp to Tue, Apr 22, 14.

2. Default

Uses a default value when a variable has an empty value. {{ ticket.agent.first_name | default: "Not Assigned" }} prints Not Assigned when a ticket is not assigned to any agent.

In order to add a dynamic link to text, type in the placeholder variable in the link field.