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Use placeholders in macros and rules

Insert the customer's name, the ticket number and other details into replies and emails.

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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.

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