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What are the Available Placeholders in Email Templates
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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 one public comment of the ticket. |
| Last private note | {{ticket.last_private_note}} | Retrieves the last one 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 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 reset account password URL, in order 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. |
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.lanaguage}} | 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 activity |
| Activity commented agent’s signature | {{activity.commented_by.signature}} | Fetches the signature of the commented agent in activity |
Helpdesk
| Property | Placeholder | Description |
|---|---|---|
| Agent portal URL | {{helpdesk.agent_portal_url}} | Gets agent portal URL. |
| Brand name | {{helpdesk.brand.name}} | Retrieves the brand name. |
| Customer portal URL | {{helpdesk.customer_portal_url}} | Fetches the customer portal URL. |
