Use placeholders in macros and rules

Placeholders are filled in for each ticket. Write them with double braces, for example {{ticket.requester.first_name}}. In the comment and email editors, Insert placeholder lists them so you don't have to type them.

Common placeholders

Placeholder	Inserts
{{ticket.id}}	The ticket number
{{ticket.subject}}	The subject
{{ticket.status}}, {{ticket.priority}}, {{ticket.type}}	Status (as the customer sees it), priority, type
{{ticket.url}}	The link to the ticket for agents
{{ticket.tags}}	The tags, separated by spaces
{{ticket.requester.name}}, {{ticket.requester.first_name}}, {{ticket.requester.email}}	The customer
{{ticket.assignee.name}}, {{ticket.assignee.first_name}}	The assignee
{{ticket.group.name}}, {{ticket.organization.name}}	Group and organization
{{ticket.latest_comment.body_text}}	The latest comment
{{ticket.comments_formatted}}	The whole conversation
{{brand.name}}	The ticket's brand
{{current_user.name}}, {{current_user.first_name}}	The person making the update
{{agent.name}}, {{agent.signature}}	The agent who wrote the latest comment, and their signature
{{satisfaction.rating_url}}	The satisfaction survey link
{{dc.name}}	A dynamic content item in the customer's language

Example

Hi {{ticket.requester.first_name}},

Thanks for getting in touch about "{{ticket.subject}}". {{dc.refund_policy}}

{{current_user.first_name}}

Good to know

• Placeholders work in macro comments, trigger and automation emails, email templates and webhook bodies.
• When you apply a macro to many tickets at once, bulk comments are posted as written: placeholders are not filled in per ticket.
• Unknown placeholders stay empty.

Related

• Create a macro
• Email templates and dynamic content