Placeholders in Freshdesk are a great way to add dynamic content and personalize your automated emails. An email that refers to the customer by name, updates them about a status change and adds a link to the corresponding ticket is an excellent way to retain the conversation's context.
For example, the next time you write an email to be sent to a number of people (like an email notification or a canned response), you can address people by their first names by using {{ticket.requester.firstname}} or insert ticket IDs automatically into templates with {{ticket.id}}.
To use this feature, click the Insert Placeholdersbutton above your text box. Placeholders are available to be used with Email Notifications (which are sent to customers automatically) when enabled, Canned Responses (which are manually inserted into ticket replies) and in pre-formatted reply templates in your Automations.
While configuring automation, you'll be able to add placeholders by clicking on the green plus icon in the text editor.
Here is the complete list of placeholders available in Freshdesk.
Note: Certain placeholders like ({{ticket.billable_hours}}, {{ticket.total_time_spent}}, etc.) are plan/feature dependant.
| Placeholder text | What it represents |
{{ticket.id}} | The unique ticket ID generated for each ticket |
| {{ticket.subject}} | Subject of the ticket |
| {{ticket.description}} | Description content in the ticket |
| {{ticket.description_text}} | Description of the ticket in text (for external integrations like Slack) |
| {{ticket.description_html}} | Description of the ticket in HTML (for external integrations like Slack) |
| {{ticket.url}} | URL of the ticket for logged-in users |
| {{ticket.public_url}} | Public URL to view the ticket without logging in |
| {{ticket.portal_url}} | Portal-specific URL |
| {{ticket.from_email}} | Email address of the email sender for the ticket |
| {{ticket.requester.email}} | Primary email address of the requester (in case of multiple email addresses) |
| {{ticket.status}} | Current status of the ticket in the helpdesk (numerical value) |
| {{ticket.requester_status_name}} | Returns the status of the ticket as displayed on the customer portal |
| {{ticket.status_changed_on}} | Timestamp of the latest change in the ticket's status |
| {{ticket.priority}} | Current priority of the ticket |
| {{ticket.source}} | Returns a numerical value indicating the source of the ticket (1 - Email, 2 - Portal, etc.) |
| {{ticket.source_name}} | Returns the name of the source of the ticket (Email, Facebook, Phone, etc.) |
| {{ticket.ticket_type}} | Type of the ticket |
| {{ticket.tags}} | Tags that have been added to the ticket |
| {{ticket.created_on}} | Creation time of the ticket |
| {{ticket.due_by_time}} | Date & Time by which a resolution is due on a ticket (set by SLA rules) |
| {{ticket.due_by_hrs}} | Time by which a resolution is due on a ticket |
| {{ticket.fr_due_by_time}} | Date & Time by which a first response is due on a ticket (set by SLA rules) |
| {{ticket.fr_due_by_hrs}} | Time by which a first response is due on a ticket |
| {{ticket.sla_policy_name}} | The SLA policy that is applicable for the ticket |
| {{ticket.total_time_spent}} | Total time tracked in the ticket |
| {{ticket.billable_hours}} | Billable hours tracked in the ticket |
| {{ticket.requester.name}} | Full name of the requester |
| {{ticket.requester.firstname}} | First name of the requester |
| {{ticket.requester.lastname}} | Last name of the requester |
| {{ticket.requester.company_name}} | The company/organization to which the requester belongs |
| {{ticket.requester.phone}} | Work phone number of the requester |
| {{ticket.requester.mobile}} | Mobile phone number of the requester |
| {{ticket.requester.address}} | Address of the requester |
| {{ticket.requester.job_title}} | Title of the requester |
| {{ticket.requester.language}} | Language of the requester |
| {{ticket.requester.time_zone}} | Time zone of the requester |
| {{ticket.requester.id}} | Requester ID of the ticket's requester |
| {{ticket.company.domains}} | Domains associated with the requester's company |
| {{ticket.company.id}} | ID of the requester's company |
| {{ticket.group.name}} | The group to which the ticket has been assigned |
| {{ticket.group_id}} | ID of the group to which the ticket has been assigned |
| {{ticket.agent.name}} | The agent to whom the ticket has been assigned |
| {{ticket.agent.email}} | Email address of the assigned agent |
| {{ticket.agent.job_title}} | Job title of the assigned agent |
| {{ticket.agent.id}} | ID of assigned agent |
| {{ticket.latest_public_comment}} | The latest public comment that has been added to the ticket |
| {{ticket.latest_private_comment}} | The latest private comment that has been added to the ticket |
| {{ticket.modified_on}} | Timestamp of the latest change made to the ticket |
| {{helpdesk_name}} | Name of the support portal specified under Helpdesk |
| {{ticket.portal_name}} | Name of the product portal (when using multiple products) |
| {{ticket.product_description}} | Product-specific description (when using multiple products) |
| {{ticket.satisfaction_survey}} | Insert a customer satisfaction survey in the message |
| {{ticket.surveymonkey_survey}} | The satisfaction survey for Survey Monkey integration |
| {{event_performer.name}} | Event performer's name (either agent or requester) |
| {{event_performer.firstname}} | Event performer's first name |
| {{event_performer.lastname}} | Event performer's last name |
| {{event_performer.email}} | Email address of the event performer |
| {{event_performer.phone}} | Phone number of the event performer |
| {{event_performer.address}} | Address of the event performer |
| Custom Ticket Fields | Placeholders can be used for custom fields as well |
| {{ticket.category}} | Custom Field - Category (example) |
| {{ticket.order_tracking_code}} | Custom Field - Order Tracking Code (example) |
| Custom Contact/Company Fields | Placeholders are also available for the custom contact/company fields |
| {{ticket.requester.warranty}} | Custom Contact Field - Warranty (example) |
| {{ticket.company.organization}} | Custom Company Field - Organization (example) |
Shopify Fields (Visible only if you install the Shopify app) | |
| {{shopify.last_order_date}} | Customer's last order date in Shopify |
| {{shopify.last_order_number}} | Order number of the last order |
| {{shopify.last_order_shipping_carrier}} | Name of the shipping carrier |
| {{shopify.last_order_tracking_number}} | Order number of the last order |
| {{shopify.last_order_tracking_url}} | Tracking URL of the last order |
| {{shopify.last_order_shipping_address}} | Shipping address of the last order |
| {{shopify.last_order_shipped_date}} | Date when the last order was shipped |
| {{shopify.last_order_shipping_status}} | Shipping status of the last order |
These are the placeholders available by default in Freshdesk. If you're wondering why a few of your favorites like {{comment.body}} and {{comment.commenter.name}} aren't here, you can find out why here.
In addition to this list, every custom field you create under Ticket Fields and Customer Fields will get a placeholder of its own and will be automatically added to the list of placeholders once you save changes to the ticket form.