Email Template Placeholders

Keep your email replies personalized and professional with placeholders. Use placeholders in your email templates to dynamically add content that references existing information, such as your customer's name or ticket subject.
Tip:
You can add dynamic text that changes based on a ticket's custom field values. Learn how

Learn more about:

Ticket Owners Placeholders

You can use the following placeholders in your Ticket Owners email templates:
Note:
The available placeholders vary per email template. Not all placeholders appear in each Ticket Owners email template. 
Placeholder
Description
$ORGANIZATION_NAME
Your organization name set in Settings > Account > General Info.
$HELP_CENTER_URL
Your live Help Center's URL. 
$RECIPIENT_FIRST_NAME
The ticket recipient's first name. 
$RECIPIENT_LAST_NAME
The ticket recipient's last name.
$ARTICLE_SUGGESTIONS
The ticket's linked articles. 
$TICKET_SUBJECT
The subject of the ticket.
$TICKET_URL
The ticket's URL.
$TICKET_TEXT
The ticket's text.
$TICKET_NUMBER 
The ticket number. 
$REPLY_TEXT
The agent's unformated response.
$REPLY_TEXT_FORMATTED
The agent's formated response. 
$CONVERSATION_HISTORY_FORMATTED
Previous exchanges on the ticket.
$ACTION_PERFORMER_FIRST_NAME
The first name of the person performing the action (e.g. submitting a ticket)
$ACTION_PERFORMER_LAST_NAME
The last name of the person performing the action (e.g. submitting a ticket)
$ACTION_PERFORMER_IMAGE_URL
The profile image of the person performing the action (e.g. submitting a ticket)
$RATE_REPLY_GOOD_URL 
 A URL to rate the agent's reply positively.
$RATE_REPLY_BAD_URL 
 A URL to rate the agent's reply negatively.
$TICKET_REPORTER_FIRST_NAME
The first name of the person who submitted the ticket. 
$TICKET_REPORTER_LAST_NAME
The last name of the person who submitted the ticket. 
$TICKET_COMPANY
The "Ticket Company" appearing on tickets below the ticket owner's Associated Companies.
Note: This feature is not yet released to all accounts. 
$CSAT_POSITIVE_URL
The CSAT URL customers are directed to when they rate a survey positively.
$CSAT_NEUTRAL_URL
The CSAT URL customers are directed to when they give a neutral survey rating.
$CSAT_NEGATIVE_URL
The CSAT URL customers are directed to when they rate a survey negatively.

Article Followers Placeholders

You can use the following placeholders in your Article Followers templates: 
Placeholder
Description
$ARTICLE_TITLE
The modified article's title.
$ARTICLE_URL
The modified article's URL. 
$ORGANIZATION_NAME
Your organization name set in Settings > Account > General Info.
$HELP_CENTER_URL
Your live Help Center's URL. 
$RECIPIENT_FIRST_NAME
The ticket recipient's first name. 
$RECIPIENT_LAST_NAME
The ticket recipient's last name. 

Help Center Visitors Placeholders

 You can use the following placeholders in your Help Center Visitors email template (Email Verification): 
Placeholder
Description
$VERIFY_EMAIL_URL
The URL for verifying a customer's email. 
$ORGANIZATION_NAME
Your organization name set in Settings > Account > General Info.
$HELP_CENTER_URL
Your live Help Center's URL. 

Call Center Placeholders

 You can use the following placeholders in your Call Center email templates: 
Note:
The available placeholders vary per email template. Not all placeholders are appear in each Call Center email template. 
Placeholder
Description
$CALL_ID
The relevant call's ID. 
$CLOSING_AGENT_ID
The ID number of the agent that closed the call.
$CALL_DURATION_IN_SECONDS
The call duration in seconds. 
$CALL_TIME
The time the call began. 
$USER_PHONE_NUMBER
The customer's phone number.
$ORGANIZATION_NAME
Your organization name set in Settings > Account > General Info.
$HELP_CENTER_URL
Your live Help Center's URL. 
$RECIPIENT_FIRST_NAME
The ticket recipient's first name. 
$RECIPIENT_LAST_NAME
The ticket recipient's last name. 
$TICKET_SUBJECT
The subject of the ticket. 
$ACTION_PERFORMER_FIRST_NAME
The first name of the person performing the action (e.g. submitting a ticket)
$ACTION_PERFORMER_LAST_NAME
The last name of the person performing the action (e.g. submitting a ticket)
$ACTION_PERFORMER_IMAGE_URL
The profile image of the person performing the action (e.g. submitting a ticket)
$CSAT_POSITIVE_URL
The CSAT URL customers are directed to when they rate a survey positively.
$CSAT_NEUTRAL_URL
The CSAT URL customers are directed to when they rate a survey positively.
$CSAT_NEGATIVE_URL
The CSAT URL customers are directed to when they rate a survey positively.
IN THIS ARTICLE

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