Use dynamic placeholders in your emails | Freshservice Canned Responses : Freshservice Support

Configure dynamic placeholders for canned responses

Modified on: Thu, 23 Jul, 2026 at 2:43 PM

TABLE OF CONTENTS

Overview
Prerequisites
Configure placeholders
List of available placeholders

Overview

Utilizing placeholder configurations within canned responses provides an effective method for integrating dynamic content and tailoring automated emails. Addressing customers by name, providing status updates, and incorporating direct ticket links helps successfully maintain the context of the conversation.

Prerequisites

You must have canned responses configured at the workspace level.

Note:

To learn how to configure canned responses, see Create common reply templates with canned responses.
The canned responses settings will automatically populate all responses across various workspaces an agent is authorized to access.

Configure placeholders

Dynamic placeholders can be included automatically in communications sent to various recipients, including email notifications and canned responses. Examples include utilizing {{ticket.id}} to reference specific ticket IDs or {{ticket.requester.firstname}} to populate the first names of individuals.

To configure dynamic placeholders in canned responses:

Log in to your Freshservice account.
Go to Admin > {Workspace Name} > Automations & Productivity > Agent Productivity > Canned Responses.
Select the Personal or Shared tab (depending on how you want to create canned responses).
To create a new canned response, click the Create dropdown and select Canned Response.

Or, select an existing canned response.
Click Insert Placeholders to add placeholders in the message.

Note: These placeholders can be used within automated email notifications (when enabled), canned responses (which are manually inserted into ticket replies), reply templates in workflow automations, scenario automations, supervisor rules, and so on.

List of available placeholders

The following table provides a suggestive list of the available placeholders.

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 service desk (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, Twitter, 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.sla_policy_name}}	The SLA policy that is applicable for the ticket
{{ticket.attachments}}	Attachments available in 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.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
{{helpdesk_name}}	Name of the support portal specified under Helpdesk

Note:

By default, Freshservice provides these placeholders across different modules, though the exact list can differ depending on the module.
The availability of certain placeholders, such as {{ticket.billable_hours}} and {{ticket.total_time_spent}} could also vary depending on your specific plan or features.