Plan requirement
| Subscription | Any plan |
| Access | Admin |
The placeholders you will actually use, grouped by what they carry, with the pairs that are easy to confuse marked.
About the ticket
- Ticket ID and title. For references and subject lines.
- Description. The first message.
- Status, priority, type, group. Current values.
- URL. A link to the ticket. Note there is an agent version and a customer version, and sending the wrong one gives your customer a page they cannot open.
- Due date, for task tickets.
About the comments
The group that needs the most care.
- Latest comment. Whatever was added last, including an internal note.
- Latest public comment. The safe one for customer messages.
- All comments and all public comments. The whole thread, in the same pairing.
Each also comes in a formatted and an unformatted variant. In an HTML email the unformatted one loses your line breaks.
About the people
- Requester: name, first name, email, language, organisation.
- Assignee: name and first name, for signing off as whoever is handling it.
- Current user, whoever caused the update.
- Organisation name and its custom fields.
About satisfaction
Rating, comment, and the survey link. Used almost exclusively in the satisfaction request message.
The three to double check
- Latest comment against latest public comment. Internal notes to customers.
- Agent URL against customer URL. A link that only works for staff.
- Requester name when there is no name. Empty, so write around it.
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