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What are the Available Placeholders in Email Templates
6 mins read
Updated:
Jul 30, 2025
Placeholders can be used to insert dynamic content into your BoldDesk automated emails, making them more personalized and engaging for the recipient.
To use this feature in Email Notification, go to Admin > Email Notification > Configure any events > Templates > Click the Insert Placeholders.
Below is a list of placeholders that are available for use.
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. |
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 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. |
Didn't find an answer?
Contact Support
MP
Meena Purandharan
https://support.bolddesk.com/agent/activities/43572