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 | {{comment.body}} | Body of the comment added to the ticket |
Commenter | {{comment.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 |