Placeholder Variables

There are a handful of placeholder variables which can be used in the Log Public/Private Actions and Notify User Actions. Simply place the text as below, including the “squiggly parenthesis” and the text will be replaced by the correct variable when the e-mail is sent or the action logged. They are:

Administrative Placeholders

  • {{MyCompany.Name}} – The name of the parent organization (not the client’s)

Contact Placeholders: Please note that only one contact will be returned using the Contact placeholders. If multiple Contacts are present on a ticket, only the first Contact will be returned.

  • {{Ticket.ContactFirstName}} The first name of the first contact listed on the ticket
  • {{Ticket.ContactLastName}} The last name of the first contact listed on the ticket
  • {{Ticket.ContactFullName}} The full name of the first contact listed on the ticket
  • {{Ticket.ContactEmailAddress}} The email address of the first contact listed on the ticket

Custom Field Placeholders

  • {{TicketCustomField.xxxx}} Where ‘xxxx’ is the Custom Field name (not the API name). Spaces are okay.

Ticket Placeholders

  • {{Ticket.TicketNumber}} – The ticket number
  • {{Ticket.Name}} – The ticket name
  • {{Ticket.Customers}} – A list of customers associated with the ticket
  • {{Ticket.AssignedTo}} – The user the ticket is currently assigned to
  • {{Ticket.Status}} – Status of the ticket
  • {{Ticket.Type}} – The Ticket Type
  • {{Ticket.ProductName}} – Product associated with customer
  • {{Ticket.GroupName}} – Group the ticket is assigned to
  • {{Ticket.Severity}} – Severity of the ticket
  • {{Ticket.URL}} – A hyperlink to the ticket. Clicking on this will open TeamSupport and take you to the ticket.
  • {{Ticket.SlackURL}} – Due to the way that Slack handles URLs (they don’t support standard HTML hyperlinks), if you are using a ticket automation that posts to slack you need to use this placeholder instead of {{Ticket.URL}} when referencing a ticket.
  • {{Ticket.DaysSinceModified}} – Number of days since the ticket was last modified
  • {{Ticket.MinsSinceModified}} – Number of minutes since the ticket was last modified
  • {{Ticket.DaysSinceCreated}} – Number of days since the ticket was created
  • {{Ticket.MinsSinceCreated}} – Number of minutes since the ticket was created
  • {{Ticket.TicketTypeName}} – The ticket type
  • {{Ticket.ReportedVersion}} – Version that the issue was reported in (Enterprise version only)
  • {{Ticket.SolvedVersion}} – Version the issue was resolved in (Enterprise version only)
  • {{Ticket.DateCreated}} – Date/time the ticket was created (returns time in UTC, not local time)
  • {{Ticket.DateModified}} – Date/time the ticket was last modified (returns time in UTC, not local time)
  • {{Ticket.DateClosed}} – Date/time the ticket was closed (returns time in UTC, not local time)
  • {{Ticket.DaysClosed}} – Number of days the ticket as been closed
  • {{Ticket.DaysOpened}} – Number of days the ticket was open
  • {{Ticket.CloserName}} – Name of the person who closed the ticket
  • {{Ticket.CreatorName}} – Name of the person who created the ticket
  • {{Ticket.ModifierName}} – Name of the person who last modified the ticket
  • {{Ticket.HoursSpent}} – Hours spent addressing issue
  • {{Ticket.Tags}} – Tags that are associated with the ticket
  • {{Ticket.Contacts}} – Customer contacts who are associated with ticket
  • {{Ticket.TicketSource}} – Where the ticket originated from (email, web, agent, etc)

Related Topics

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