List of dynamic placeholders : Freshservice MSP

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Placeholders are dynamic variables that automatically insert ticket or user-specific information into automated emails. They help personalize messages, retain context, and reduce manual effort.

For example, using {{ticket.requester.firstname}} inserts the requester's first name, while {{ticket.id}} adds the ticket number. These placeholders are especially useful in email notifications, canned responses, and automation workflows.

Here's the extensive list of dynamic placeholders you could use for automations, email notifications, and so on.

Tickets Placeholders

Placeholder name	Placeholder Usage	Return Value
subject	{{ticket.subject}}	Returns subject of the ticket
id	{{ticket.id}}	Returns human display id of ticket (Ex: INC-2, SR-3)
raw_id	{{ticket.raw_id}}	Returns id of the ticket (Note: DB id)
from_email	{{ticket.from_email}}	Returns the actual email of the requester with which the ticket was raised. Especially used in case of multiple user emails
description	{{ticket.description}}	Renders description_html with attachments urls
description_text	{{ticket.description_text}}	Returns text description
requester	{{ticket.requester}}	Returns requester object. Ex: {{ticket.requester.name}}, {{ticket.requester.email}} etc. Requester attributes can be accessed
agent	{{ticket.agent}}	Returns agent object. Ex: {{ticket.agent.name}}, {{ticket.agent.email}} etc. Agent attributes can be accessed
status	{{ticket.status}}	Returns translated status name
requester_status_name	{{ticket.requester_status_name}}	Returns translated status name configured for requester
priority	{{ticket.priority}}	Returns translated priority name
source	{{ticket.source}}	Returns translated source name
group	{{ticket.group.name}}	Returns associated group name
ticket_type	{{ticket.ticket_type}}	Returns type of ticket
source_name	{{ticket.source_name}}	Returns translated source name
tags	{{ticket.tags}}	Returns all associated tag names separated by comma
due_by_time	{{ticket.due_by_time}}	Returns due by time in current user’s timezone
due_by_hrs	{{ticket.due_by_hrs}}	Returns due by time (say 1:30 PM) in current user’s timezone
url	{{ticket.url}}	Returns full ticket url with protocol
public_url	{{ticket.public_url}}	Returns public ticket url
portal_url	{{ticket.portal_url}}	Returns support ticket url with protocol and with portal domain
portal_name	{{ticket.portal_name}}	Returns current portal name
latest_public_comment	{{ticket.latest_public_comment}}	Returns last public comment with attachment urls if any
satisfaction_survey	{{ticket.satisfaction_survey}}	Returns survey link for this ticket
created_on	{{ticket.created_on}}	Returns ticket created at time
modified_on	{{ticket.modified_on}}	Returns ticket updated at time
Custom Fields		Returns all custom field values for this ticket
status_id	{{ticket.status_id}}	Returns the numerical value of the ticket status
category_def	{{ticket.category_def}}	Returns category value of the ticket
sub_category_def	{{ticket.sub_category_def}}	Returns sub category value of the ticket
item_category_def	{{ticket.item_category_def}}	Returns item category value of the ticket
original_id	{{ticket.original_id}}	Returns display id of the ticket
department	{{ticket.department}}	Returns associated department name
service_request_cost	{{ticket.service_request_cost}}	Returns summation of requested items cost with currency symbol if service request
service_requested_for	{{ticket.service_requested_for}}	Returns requested for user details if service request
service_request_item_names	{{ticket.service_request_item_names}}	Returns comma separated names of all requested items if service request
request_summary	{{ticket.request_summary}}	Returns html view of the requested items
urgency	{{ticket.urgency}}	Returns urgency value
impact	{{ticket.impact}}	Returns impact value
service_item_fields	{{ticket.service_item_fields}}	Returns html table content of the requested item details with fields
visible_service_item_fields	{{ticket.visible_service_item_fields}}	Returns html table content of the requested visible item details with fields

Comment Placeholders

Placeholder name

Placeholder Usage

Return Value

Comment body

Body of the comment added to the ticket

Commenter

Returns the object of user who commented. Ex: {{comment.commenter.name}}, {{comment.commenter.email}} etc.

User attributes can be accessed

Service Desk Placeholders

Placeholder name	Placeholder Usage	Return Value
Service Desk name	{{helpdesk_name}}	Returns name of your helpdesk
Include attachments	{{include_attachments}}	Includes attachments of the ticket/article if any
Portal name	{{portal_name}}	Returns name of your specific portal (portal_name and helpdesk_name would be same if you have only one portal)

Password Reset Placeholders (Applicable only in case of password reset email notification context)

Placeholder name	Placeholder Usage	Return Value
Agent name	{{agent.name}}	Returns name of the agent
Requester name	{{contact.name}}	Returns name of the requester/contact
Password Reset Url	{{password_reset_url}}	Returns the password reset url of the user

User Activation Placeholders (Applicable only in case of activation email notification context)

Placeholder name	Placeholder Usage	Return Value
Agent name	{{agent.name}}	Returns name of the agent
Requester name	{{contact.name}}	Returns name of the requester/contact
Activation Url	{{activation_url}}	Returns the activation url of the user

Task Placeholders

Placeholder name	Placeholder Usage	Return Value
Task ID	{{task.id}}	Returns the ID of the task
Task Title	{{task.title}}	Returns the title of the task
Task Description	{{task.description}}	Returns the description of the task
Task Start Date	{{task.start_date}}	Returns the start date of the task
Task Due date	{{task.due_date}}	Returns the due date of the task
Task Creator Name	{{task.user.name}}	Returns the name of the user who created the task
Task Owner Name	{{task.agent.name}}	Returns the agent name of the task
Task Group Name	{{task.group.name}}	Returns the name of the group in which the agent associated
Task URL	{{task.url}}	Returns the URL of the entity to which the task is associated with. For example, for a task associated with a ticket, the ticket URL will be appended to placeholder.
Task Status	{{task.status}}	Returns the status of the task
Parent ID	{{taskable.id}}	Returns the ID of the parent entity in which the task is associated
Parent Subject	{{taskable.subject}}	Returns the subject of the parent entity in which task is associated
Parent Description	{{taskable.description}}	Returns the description of the parent entity in which task is associated
Service Desk Name	{{helpdesk_name}}	Main portal name

Freshservice for MSPs

List of dynamic placeholders

Modified on: Tue, 1 Jul, 2025 at 12:27 PM