You may recognize that many variables used in Templates are the same ones you use for snippets in the Agent interface.
You can only include these variables directly in a template, not in a custom phrase. See the section Variables in Custom Phrases for details.
Logged In User Information
The variables in this section will only work in contexts where the User is logged, e.g. on the Help Center or widget, but not Email.
{{ app.user.name }} copyUser’s name.
{{ app.user.email_address}} copyUser’s email address.
{{ app.user.organization.name }} copyName of User’s Organization.
{{ app.language.id }} copyID number of User’s language.
Language
{{ lang.id }} copyLanguage ID number.
{{ lang.flag_image }} copyLanguage flag image.
{{ lang.title }} copyLanguage name.
Search Results
{{ res.type }} copyResult type.
{{ res.object.id }} copyResult ID.
Agent
{{ agent.display_name_user }} copyAgent override name displayed to Users (as set in Preferences).
{{ entity.agent.primary_phone.number }} copyAgent phone number.
Tickets
{{ ticket.subject }} copyTicket subject.
{{ ticket.department.title }} copyTicket department.
{{ ticket.department.full_title }} copyTicket department full title.
{{ ticket.product.title }} copyCurrent product of Ticket.
{{ ticket.category.title }} copyCurrent category of Ticket.
{{ ticket.workflow.title }} copyCurrent workflow stage of Ticket.
{{ ticket.priority.title }} copyCurrent priority of Ticket.
{{ ticket.id }} copyTicket ID number.
{{ ticket.ref }} copyTicket ref code.
{{ ticket.date_created|date('full') }} copyTime and date Ticket was created e.g. “2014-03-14 11:38:17”.
{{ ticket.date_last_agent_reply|date }} copyTime and date of the last Agent reply.
{{ ticket.agent.display_name }} copyName of currently assigned Agent (or override name if set).
{{ ticket.email_account.address }} copyAddress of the Email account/relay the Ticket currently sends mail from (ie. support@example.com)
{{ ticket.person.display_name }} copyUser’s full name.
{{ ticket.person.first_name }} copyUser's first name only.
{{ ticket.person.last_name }} copyUser's last name only.
<dp:ticket-messages /> copyList of Ticket messages - doesn’t need {{ }} around it.
Custom Fields
{{ ticket.renderCustomField(N) | raw }}
OR
{{ ticket.renderCustomField (N, 'text') }} copyDisplay a custom ticket field; replace N with field ID (use the gear icon at top right of fields list to display IDs).
{{ ticket.person.renderCustomField(N) | raw }}
OR
{{ ticket.person.renderCustomField (N, 'text') }} copyDisplay a custom User field; replace N with field ID.
{{ ticket.person.organization.renderCustomField(N) | raw }}
OR
{{ ticket.person.organization.renderCustomField (N, 'text') }} copyDisplay a custom organization field, replace N with field ID.
Ticket User Information
{{ ticket.person.display_name }} copyName of User associated with Ticket.
{{ ticket.person.primary_email.email }} copyTicket User’s email.
{{ ticket.organization.name }} copyTicket User’s Organization.
{{ ticket.person.organization_position }} copyTicket User’s position in Organization.
Ticket Agent Information
{{ ticket.agent.display_name }} copyName of assigned Agent.
action_performer.display_name copyName of Agent who performed the action, such as adding a response.
{{ ticket.agent.primary_email.email }} copyAgent’s primary email.
{{ ticket.agent_team.name }} copyAssigned team.
Ticket Form
{{ f.title }} copyTitle.
{{ f.field_def.description }} copyField description.
Article
{{ article.person.display_name_user }} copyArticle author.
{{ article.title }} copyArticle title.
Message
{{ message.person.display_name_user }} copyMessage author.
News
{{ news.person.display_name_user }} copyNews post author.
{{ news.category.title }} copyNews post category.
{{ news.content }} copyNews post article.
{{ news.link }} copyNews link.
Download
{{ download.title }} copyTitle of download file.
{{ download.content_desc }} copyDescription of file.
{{ download.filename }} copyFilename of file.
{{ download.readable_filesize }} copyFilesize of file.
{{ download.person.display_name_user }} copyAuthor of download.
{{ download.date_created|date('full') }} copyDate created.
Ticket Feedback
{{ feedback.status }} copyFeedback item’s status.
{{ feedback.person.display_name_user }} copyFeedback creator.
{{ feedback.message }} copyFeedback message.
{{ feedback.rating }} copyFeedback rating.
Category
{{ category.title }} copyCategory name.
{{ subcat.title }} copySubcategory name.
Participant
“Participant” means a CC’d User.
{{ part.person.id }} copyParticipant ID.
{{ part.person.email_address }} copyParticipant Email address.
Advanced
{{ ticket_object.getLastReply().email_source.header_from }} copy"FROM:" Email header contents of the last Email reply (or first Email if this is a new Ticket).
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