Category / Section
Supported Placeholders in Email Templates
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Placeholders allow you to insert dynamic content into automated emails, making them more personalized and engaging for each recipient.
To use the placeholders in email notifications:
- Navigate to Admin > Email Notifications.
- Configure any event notification template.
- On the Templates adding/editing page, click Insert Placeholders.
Below is a list of the available placeholders.
Ticket
- Placeholders can be used for all custom fields as well.
- “Formatted” is used for differentiating the comments, and comments are followed by a vertical line.
| Property | Placeholder | Description |
|---|---|---|
| Agent group ID | {{ticket.group.id}} | Retrieves the Agent group ID of the ticket. |
| Agent status | {{ticket.status_for_agent}} | Retrieves the status of the ticket for agents. |
| Agent signature | {{ticket.agent.signature}} | Retrieves the signature of the agent. |
| Category | {{ticket.category}} | Fetches the ticket’s category. |
| CC’s | {{ticket.ccs}} | Retrieves the CC of the ticket. |
| Creator name | {{ticket.creator.displayname}} | Fetches the name of the ticket’s creator. |
| Description | {{ticket.description}} | Retrieves the description of the ticket. |
| Group name | {{ticket.group.name}} | Retrieves the name of the group mapped in the ticket. |
| First response due date | {{ticket.first_response_due_date}} | Retrieves the first response due date of the ticket. |
| Formatted recent private comments | {{ticket.recent_private_comments_formatted}} | Retrieves the formatted recent 20 private comments of the ticket. |
| Formatted description | {{ticket.description_formatted}} | Retrieves the formatted description of the ticket. |
| Formatted comment | {{ticket.comment_formatted}} | Retrieves the formatted comment of the ticket. |
| Last message | {{ticket.last_message}} | Retrieves the last public comment of the ticket. |
| Last private note | {{ticket.last_private_note}} | Retrieves the last private note of the ticket. |
| Next response due date | {{ticket.next_response_due_date}} | Retrieves the next due date of the ticket. |
| Priority | {{ticket.priority}} | Fetches the priority of the ticket. |
| Rated user ID | {{ticket.satisfaction_survey.rated_by.id}} | Retrieves the user ID who gave the satisfaction feedback for the provided service. |
| Resolution due date | {{ticket.resolution_due_date}} | Retrieves the resolution due date of the ticket. |
| Rating | {{ticket.satisfaction_survey.rating}} | Fetches the rating for the provided service. |
| Rated user email | {{ticket.satisfaction_survey.rated_by.email}} | Retrieves the user email who gave the satisfaction feedback for the provided service. |
| Rated user name | {{ticket.satisfaction_survey.rated_by.displayname}} | Fetches the name of the user who provided satisfaction feedback for the service. |
| Recent private comments | {{ticket.recent_private_comments}} | Fetches the most recent 20 private comments from the ticket, along with their corresponding update times. |
| Recent public comments without description | {{ticket.recent_public_responses_formatted}} | Retrieves the last 20 recent formatted public comments in the ticket. |
| Requester status | {{ticket.status_for_enduser}} | Retrieves the status of the ticket for the customer. |
| Recent public comments | {{ticket.recent_public_responses}} | Fetches the last 20 public comments and notes of the ticket. |
| Rating comment | {{ticket.satisfaction_survey.rating_comment}} | Retrieves the comments given by the user for the service. |
| Status | {{ticket.status}} | Retrieves the status of the ticket. |
| Source | {{ticket.source}} | Gets the source of the ticket. Eg: Agent portal, Customer portal, Email, Webform, etc. |
| Tags | {{ticket.tags}} | Retrieves the tags that are used in the ticket. |
| Ticket ID | {{ticket.id}} | Gets the ID of the ticket. |
| Commented agent’s signature | {{ticket.commented_by.signature}} | Fetches the signature of the commented agent. |
| Title | {{ticket.title}} | Retrieves the title of the ticket. |
| Ticket URL | {{ticket.url}} | Retrieves the URL of the ticket. |
| Type | {{ticket.type}} | Retrieves the type of the ticket. |
| Visibility | {{ticket.visibility}} | Retrieves the visibility of the ticket. Eg: public or private. |
| Watchers | {{ticket.watchers}} | Retrieves the watchers of the ticket. |
| Linked activity | {{ticket.linked_activities}} | Retrieves the activity list linked to the corresponding ticket. |
Requester
| Property | Placeholder | Description |
|---|---|---|
| Address | {{ticket.requester.address}} | Fetches the residential address of the requester in the ticket. |
| Display name | {{ticket.requester.displayname}} | Retrieves the requester’s display name in the ticket. |
| External ID | {{ticket.requester.external_id}} | Gets the external ID of the ticket requester. |
| {{ticket.requester.email}} | Retrieves the email address of the ticket requester. | |
| Job title | {{ticket.requester.job_title}} | Retrieves the occupation (job name) of the requester in the ticket. |
| Language | {{ticket.requester.language}} | Retrieves the name of the language used by the ticket requester. |
| Phone | {{ticket.requester.phone}} | Fetches the phone number of the ticket requester. |
| Requester user ID | {{ticket.requester.id}} | Fetches the user ID of the ticket requester. |
| Requester mobile number | {{ticket.requester.mobile_number}} | Fetches the mobile number of the ticket requester. |
| Tags | {{ticket.requester.tags}} | Fetches the tags from the requester, which represent the requester’s feedback. |
| Time zone | {{ticket.requester.timezone}} | Retrieves the time zone of the requester. Eg: (UTC+05:30) Chennai, Kolkata, Mumbai, New Delhi. |
Agent
| Property | Placeholder | Description |
|---|---|---|
| Agent user ID | {{ticket.agent.id}} | Fetches the ID of the agent assigned in the ticket. |
| Display name | {{ticket.agent.displayname}} | Retrieves the agent’s display name in the ticket. |
| {{ticket.agent.email}} | Fetches the email address of the agent assigned in the ticket. | |
| Role | {{ticket.agent.role}} | Retrieves the role of the agent. Eg: Account Owner. |
| Time zone | {{ticket.agent.timezone}} | Retrieves the agent’s time zone. Eg: (UTC+05:30) Chennai, Kolkata, Mumbai, New Delhi. |
Contact group
| Property | Placeholder | Description |
|---|---|---|
| Domain | {{ticket.contactgroup.domains}} | Retrieves the contact group domain. Eg: If the contact group name is “customer,” then the domain may be customer.com. |
| External ID | {{ticket.contactgroup.external_id}} | Fetches the external ID of the contact group. |
| ID | {{ticket.contactgroup.id}} | Gets the group ID of the contact in the ticket. |
| Name | {{ticket.contactgroup.name}} | Retrieves the name of the contact group linked in the ticket. |
Account
| Property | Placeholder | Description |
|---|---|---|
| Activation URL | {{account.activation_url}} | Fetches the account activation URL of the user. |
| Password reset URL | {{account.password_reset_url}} | Retrieves the account password reset URL to change the password. |
| User display name | {{account.user.displayname}} | Gets the display name of the contact or user. |
| User email | {{account.user.email}} | Gets the email of the contact or user. |
Approval
| Property | Placeholder | Description |
|---|---|---|
| Approval status | {{approval.status}} | Retrieves the status of the approval. |
| Approval type | {{approval.type}} | Retrieves the type of the approval (e.g., Anyone, Everyone). |
| Approval ID | {{approval.id}} | Retrieves the unique ID of the approval, useful for tracking or referencing the approval record. |
| Approval subject | {{approval.subject}} | Retrieves the subject of the approval. |
| Approval description | {{approval.description}} | Retrieves the description of the approval. |
| Approval created by email | {{approval.created_by.email}} | Retrieves the email address of the user who created the approval. |
| Approval created by display name | {{approval.created_by.displayname}} | Retrieves the display name of the person who created the approval. |
| Approval comment by email | {{approval.comment_by.email}} | Retrieves the email address of the user who added a comment during the approval action (approve or reject). |
| Approval comment | {{approval.comment}} | Retrieves the comment added when the approval was approved or rejected. |
| Approval linked ticket ID | {{approval.linked_ticket.id}} | Retrieves the ID of the ticket linked to the approval. |
| Approval linked ticket subject | {{approval.linked_ticket.subject}} | Retrieves the subject of the ticket linked to the approval. |
| Approval linked ticket description | {{approval.linked_ticket.description}} | Returns the description of the linked approval ticket. |
| Approval linked ticket URL | {{approval.linked_ticket.url}} | Retrieves the URL of the ticket linked to the approval. Eg: https://yourdomain.bolddesk.com/agent/tickets/74. |
| Approval last updated by | {{approval.last_updated_by.displayname}} | Retrieves the display name of the user who last updated the approval. |
Knowledge base
| Property | Placeholder | Description |
|---|---|---|
| Author email | {{article.author.email}} | Retrieves the email address of the user who created (authored) the article. |
| Article title | {{article.title}} | Retrieves the title of the article. |
| Article ID | {{article.id}} | Retrieves the unique ID of the article, useful for referencing or linking. |
| Article author name | {{article.author.displayname}} | Retrieves the display name of the user who created (authored) the article. |
| Article comment | {{article.comment}} | Retrieves the public comment added to the article, visible to readers or end users. |
| Article note | {{article.note}} | Retrieves the internal note associated with the article, typically added for internal reference and not visible to end users. |
| Article from status | {{article.from_status}} | Retrieves the previous status of the article before the latest status change (e.g., from Draft to Published). |
| Article to status | {{article.to_status}} | Retrieves the new status of the article after the latest status change (e.g., Published, Draft, or Needs Review). |
| Publisher email | {{article.published_by.email}} | Retrieves the email address of the user who published the article. |
| Article description | {{article.description}} | Retrieves the description or summary content of the article, usually shown below the title or in article listings. |
| Article status change comment | {{article.status_change_comment}} | Retrieves the comment added while changing the status of the article (e.g., from Draft to Published). |
| Agent portal URL | {{article.agent_portal_url}} | Retrieves the link to view the article in the agent portal (used internally by support agents for managing and editing articles). |
| Customer portal URL | {{article.customer_portal_url}} | Retrieves the link to view the article in the customer portal (public-facing view accessible by end users). |
| Assignee email | {{article.assignee.email}} | Retrieves the email address of the user assigned to the article. |
| Assignee name | {{article.assignee.displayname}} | Retrieves the display name of the user assigned to the article. |
| Article commented by | {{article.commented_by.displayname}} | Retrieves the display name of the user who added a public comment to the article. |
| Article feedback | {{article.feedback_by.displayname}} | Retrieves the display name of the user who submitted feedback on the article. |
| Article status changed by | {{article.status_changed_by.displayname}} | Retrieves the display name of the user who last changed the status of the article. |
| Article comment formatted | {{article.comment_formatted}} | Retrieves the public comment on the article with formatting preserved. |
| Article note formatted | {{article.note_formatted}} | Retrieves the internal note added to the article with formatting preserved. |
| Article status change comment formatted | {{article.status_change_comment_formatted}} | Retrieves the comment added during the article’s status change, with formatting preserved. |
Activity
| Property | Placeholder | Description |
|---|---|---|
| Activity subject | {{activity.subject}} | Retrieves the subject of the activity. |
| Activity description | {{activity.description}} | Gets the description of the activity. |
| Activity type | {{activity.type}} | Retrieves the type of the activity. |
| Activity comment | {{activity.comment}} | Retrieves the comments of the activity. |
| Activity commented by email | {{activity.commented_by.email}} | Retrieves the email of the user who commented on the activity. |
| Activity commented by | {{activity.commented_by.displayname}} | Retrieves the name of the user who commented on the activity. |
| Activity to address | {{activity.to}} | Fetches the ‘To address’ of the activity. |
| Activity CC address | {{activity.cc}} | Retrieves the ‘CC address’ of the activity. |
| Activity BCC address | {{activity.bcc}} | Gets the ‘BCC address’ of the activity. |
| Activity watchers | {{activity.watchers}} | Fetches the watchers of the activity. |
| Activity assignee email | {{activity.assignee.email}} | Retrieves the assignee email of the activity. |
| Activity assignee display name | {{activity.assignee.displayname}} | Fetches the assignee display name of the activity. |
| Activity assignee language | {{activity.assignee.language}} | Gets the assignee language of the activity. |
| Activity status | {{activity.status}} | Retrieves the status of the activity. |
| Activity ID | {{activity.id}} | Retrieves the ID of the activity. |
| Activity URL | {{activity.url}} | Gets the URL of the activity. |
| Activity creator email | {{activity.created_by.email}} | Retrieves the email of the activity’s creator. |
| Activity creator display name | {{activity.created_by.displayname}} | Fetches the display name of the activity’s creator. |
| Activity recent comments | {{activity.recent_comments}} | Retrieves the recent 20 comments of the activity. |
| Activity recent comments formatted | {{activity.recent_comments_formatted}} | Retrieves the formatted recent 20 comments of the activity. |
| Activity linked ticket ID | {{activity.linked_ticket.id}} | Fetches the linked ticket ID of the activity. |
| Activity linked ticket subject | {{activity.linked_ticket.subject}} | Retrieves the subject of the linked ticket of the activity. |
| Activity comment formatted | {{activity.comment_formatted}} | Fetches the formatted comments of the activity. |
| Activity linked ticket URL | {{activity.linked_ticket.url}} | Fetches the URL of the linked tickets of the activity. |
| Activity description formatted | {{activity.description_formatted}} | Retrieves the formatted description of the activity. |
| Activity linked ticket assignee email | {{activity.linked_ticket.assignee.email}} | Retrieves the email of the linked ticket assignee of the activity. |
| Activity linked ticket assignee display name | {{activity.linked_ticket.assignee.displayname}} | Fetches the display name of the linked ticket assignee of the activity. |
| Activity linked ticket assignee language | {{activity.linked_ticket.assignee.language}} | Retrieves the language of the linked ticket assignee of the activity. |
| Activity linked ticket comment | {{activity.ticket_comments}} | Retrieves the comments of the linked ticket of the activity. |
| Activity linked ticket comments formatted | {{activity.ticket_comments_formatted}} | Fetches the formatted comments of the linked tickets of the activity. |
| Activity start date | {{activity.start_date}} | Fetches the start date of the activity. |
| Activity due date | {{activity.due_date}} | Fetches the due date of the activity. |
| Activity assignee signature | {{activity.assignee.signature}} | Fetches the signature of the agent in the activity. |
| Activity commented agent’s signature | {{activity.commented_by.signature}} | Fetches the signature of the commented agent in the activity. |
Helpdesk
| Property | Placeholder | Description |
|---|---|---|
| Agent portal URL | {{helpdesk.agent_portal_url}} | Gets the agent portal URL. |
| Brand name | {{helpdesk.brand.name}} | Retrieves the brand name. |
| Customer portal URL | {{helpdesk.customer_portal_url}} | Fetches the customer portal URL. |
| Brand signature | {{helpdesk.brand.signature}} | Returns the configured brand signature. |
