Wix Answers Help Center
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. |
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