List of Dynamic Placeholders : Freshservice

Here's the extensive list of dynamic placeholders you could use for automations, canned responses, email notifications, etc

Tickets Placeholders

Placeholder name	Placeholder Usage	Return Value
subject	{{ticket.subject}}	Returns subject of the ticket
id	{{ticket.id}}	Returns human display id of ticket (Ex: INC-2, SR-3)
raw_id	{{ticket.raw_id}}	Returns id of the ticket (Note: DB id)
from_email	{{ticket.from_email}}	Returns the actual email of the requester with which the ticket was raised. Especially used in case of multiple user emails
description	{{ticket.description}}	Renders description_html with attachments urls
description_text	{{ticket.description_text}}	Returns text description
requester	{{ticket.requester}}	Returns requester object. Ex: {{ticket.requester.name}}, {{ticket.requester.email}} etc. Requester attributes can be accessed
agent	{{ticket.agent}}	Returns agent object. Ex: {{ticket.agent.name}}, {{ticket.agent.email}} etc. Agent attributes can be accessed
status	{{ticket.status}}	Returns translated status name
requester_status_name	{{ticket.requester_status_name}}	Returns translated status name configured for requester
priority	{{ticket.priority}}	Returns translated priority name
source	{{ticket.source}}	Returns translated source name
group	{{ticket.group.name}}	Returns associated group name
ticket_type	{{ticket.ticket_type}}	Returns type of ticket
source_name	{{ticket.source_name}}	Returns translated source name
tags	{{ticket.tags}}	Returns all associated tag names separated by comma
due_by_time	{{ticket.due_by_time}}	Returns due by time in current user’s timezone
due_by_hrs	{{ticket.due_by_hrs}}	Returns due by time (say 1:30 PM) in current user’s timezone
url	{{ticket.url}}	Returns full ticket url with protocol
public_url	{{ticket.public_url}}	Returns public ticket url
portal_url	{{ticket.portal_url}}	Returns support ticket url with protocol and with portal domain
portal_name	{{ticket.portal_name}}	Returns current portal name
latest_public_comment	{{ticket.latest_public_comment}}	Returns last public comment with attachment urls if any
satisfaction_survey	{{ticket.satisfaction_survey}}	Returns survey link for this ticket
created_on	{{ticket.created_on}}	Returns ticket created at time
modified_on	{{ticket.modified_on}}	Returns ticket updated at time
Custom Fields		Returns all custom field values for this ticket
status_id	{{ticket.status_id}}	Returns the numerical value of the ticket status
category_def	{{ticket.category_def}}	Returns category value of the ticket
sub_category_def	{{ticket.sub_category_def}}	Returns sub category value of the ticket
item_category_def	{{ticket.item_category_def}}	Returns item category value of the ticket
original_id	{{ticket.original_id}}	Returns display id of the ticket
department	{{ticket.department}}	Returns associated department name
service_request_cost	{{ticket.service_request_cost}}	Returns summation of requested items cost with currency symbol if service request
service_requested_for	{{ticket.service_requested_for}}	Returns requested for user details if service request
service_request_item_names	{{ticket.service_request_item_names}}	Returns comma separated names of all requested items if service request
request_summary	{{ticket.request_summary}}	Returns html view of the requested items
urgency	{{ticket.urgency}}	Returns urgency value
impact	{{ticket.impact}}	Returns impact value
service_item_fields	{{ticket.service_item_fields}}	Returns html table content of the requested item details with fields
visible_service_item_fields	{{ticket.visible_service_item_fields}}	Returns html table content of the requested visible item details with fields

Comment Placeholders

Placeholder name

Placeholder Usage

Return Value

Comment body

Body of the comment added to the ticket

Commenter

Returns the object of user who commented. Ex: {{comment.commenter.name}}, {{comment.commenter.email}} etc.

User attributes can be accessed

Approval Placeholders

Placeholder name	Placeholder Usage	Return Value
Approval portal url	{{approval.portal_url}}	Returns portal specific approval url with protocol and with portal domain
Approval url	{{approval.url}}	Returns approval url
Approval agent	{{approval.agent}}	Returns agent object. Ex: {{approval.agent.name}}, {{approval.agent.email}} etc. Agent attributes can be accessed

Helpdesk Placeholders

Placeholder name	Placeholder Usage	Return Value
Helpdesk name	{{helpdesk_name}}	Returns name of your helpdesk
Include attachments	{{include_attachments}}	Includes attachments of the ticket/article if any
Portal name	{{portal_name}}	Returns name of your specific portal (portal_name and helpdesk_name would be same if you have only one portal)

Password Reset Placeholders (Applicable only in case of password reset email notification context)

Placeholder name	Placeholder Usage	Return Value
Agent name	{{agent.name}}	Returns name of the agent
Requester name	{{contact.name}}	Returns name of the requester/contact
Password Reset Url	{{password_reset_url}}	Returns the password reset url of the user

User Activation Placeholders (Applicable only in case of activation email notification context)

Placeholder name	Placeholder Usage	Return Value
Agent name	{{agent.name}}	Returns name of the agent
Requester name	{{contact.name}}	Returns name of the requester/contact
Activation Url	{{activation_url}}	Returns the activation url of the user

Problem Placeholders

Placeholder name	Placeholder Usage	Return Value
Problem ID	{{problem.id}}	Human readable id of the problem
Subject	{{problem.subject}}	Subject of the problem
Description	{{problem.description}}	Description of the problem
Problem URL	{{problem.url}}	Url Of the problem
Problem Department	{{problem.department}}	Department of the problem
Problem Agent Name	{{problem.agent.name}}	Agent of the problem
Requester Email	{{problem.requester.email}}	Email of the requester
Requester Name	{{problem.requester.name}}	Name of the requester
Due By	{{problem.dueby}}	Due by of the problem
Priority	{{problem.priority}}	Priority of the problem
Impact	{{problem.impact}}	Impact of the problem
Status	{{problem.status}}	Status of the problem
Category	{{problem.category_def}}	Category of the problem
Sub-Category	{{problem.sub_category_def}}	Sub-category of the problem
Item	{{problem.item_category_def}}	Item of the problem

Change Placeholders

Placeholder Name	Usage	Value
Change ID	{{change.id}}	Human display Id of the change
Subject	{{change.subject}	Change Subject
Description	{{change.description}}	Change Description
Change URL	{{change.url}}	Full URL path to Change
Status	{{change.status}}	Change Status
Impact	{{change.impact}}	Change Impact
Priority	{{change.priority}}	Change Priority
risk	{{change.risk}}
Change type	{{change.type}}
Requester Name	{{change.requester.name}}
Requester Email	{{change.requester.email}}	Requester's Email
Change Agent Name	{{change.agent.name}}	Change's Agent Name
CAB selected members	{{cab_selected_members}}	List of selected approvers
Approval Agent Name	{{approval.agent}}	Approval Agent Name
Planned Start Date	{{change.planned_start_date}}	Change planned start date
Planned End Date	{{change.planned_end_date}}	Change planned end date
Change Company/Department	{{change.department}}	Change's Company/Department
Category	{{change.category_def}}	Change Category
Sub-Category	{{change.sub_category_def}}	Change Sub-Category
Item	{{change.item_category_def}}	Change Item
Helpdesk/Portal name	{{helpdesk_name}}	Your main helpdesk portal name

Release Placeholders

Placeholder Name	Usage	Value
Release ID	{{release.id}}	Human readable release id
Subject	{{release.subject}}	Release Subject
Description	{{release.description}}	Release Description
Release URL	{{release.url}}	Full URL path to Release
Status	{{release.status}}	Release Status
Type	{{release.type}}	Release's Type
Priority	{{release.priority}}	Release's Priority
Requester Name	{{release.requester.name}}	Name of the requester who raised the Release
Requester Email	{{release.requester.email}}	Requester Email
Release Department	{{release.department}}	Release Department
Release Agent Name	{{release.agent.name}}	Release's Agent Name
Planned Start Date	{{release.planned_start_date}}	Release planned start date
Planned End Date	{{release.planned_end_date}}	Release planned end date
Category	{{release.category_def}}	Release Category
Sub-Category	{{release.sub_category_def}}	Release Sub-Category
Item	{{release.item_category_def}}	Release Item

Helpdesk/Portal name	{{helpdesk_name}}	Your main helpdesk portal name

Catalog Items' Placeholders

Placeholder name	Placeholder Usage	Return Value
Requester Name	{{requestor.name}}	Returns name of the requester
Requester first Name	{{requestor.firstname}}	Returns first name of the requester
Requester last Name	{{requestor.lastname}}	Returns last name of the requester
Requested for	{{requested_for}}	Returns the name of the person to whom this item is requested
Item Name	{{item.name}}	Returns catalog item's name
Item Category	{{item.category_name}}	Returns category name to which this item belongs to
<Custom Field Name>	{{custom_field.<column_name>}}	Returns the corresponding custom fields value (Placeholder name is dynamic. It is the actual name of custom field).

Task Placeholders

Placeholder name	Placeholder Usage	Return Value
Task ID	{{task.id}}	Returns the ID of the task
Task Title	{{task.title}}	Returns the title of the task
Task Description	{{task.description}}	Returns the description of the task
Task Start Date	{{task.start_date}}	Returns the start date of the task
Task Due date	{{task.due_date}}	Returns the due date of the task
Task Creator Name	{{task.user.name}}	Returns the name of the user who created the task
Task Owner Name	{{task.agent.name}}	Returns the agent name of the task
Task Group Name	{{task.group.name}}	Returns the name of the group in which the agent associated
Task URL	{{task.url}}	Returns the URL of the task
Task Status	{{task.status}}	Returns the status of the task
Parent ID	{{taskable.id}}	Returns the ID of the parent entity in which the task is associated
Parent Subject	{{taskable.subject}}	Returns the subject of the parent entity in which task is associated
Parent Description	{{taskable.description}}	Returns the description of the parent entity in which task is associated
Helpdesk Name	{{helpdesk_name}}	Main portal name

Asset Label Printer Settings Placeholders (Little different from Asset Placeholders)

Placeholder name	Placeholder Usage	Return Value
Asset Display Name	{{asset.display_name}}	Name of the asset
Asset Tag	{{asset.asset_tag}}	Tag value of the asset
Used By	{{asset.used_by}}	Name of a contact who uses the asset
Managed By	{{asset.managed_by}}	Name of an agent who uses the asset
Company	{{asset.company}}	Name of the Company/Department of the asset
Location	{{asset.location}}	Name of the location of the asset
Serial Number	{{asset.serial_number}}	Serial number of the asset (Only if the asset is an Hardware or its children)
IP Address	{{asset.ip_address}}	IP Address value of the asset (Only if the asset is an Hardware or its children)

Contract Placeholders

Placeholder name	Placeholder Usage	Return Value
Contract Number	{{contract.contract_id}}	Returns the ID of the contract
Contract Name	{{contract.name}}	Returns the Name of the contract
Contract Description	{{contract.description}}	Returns the Description of the contract
Contract Start Date	{{contract.start_date}}	Returns the Start date of the current contract
Contract End Date	{{contract.end_date}}	Returns the End date of the current contract
Contract Requester	{{contract.requester.name}}	Returns the requester/creator of the contract
Contract URL	{{contract.url}}	Returns the URL to access the contract's details
Renewal Type	{{contract.renewal_type}}	Returns the Renewal type of the contract

Project Placeholders

Placeholder name	Placeholder Usage	Return Value
--Not exposed in placeholder section--	{{project.id}}	Display Id of the Project
Project Title	{{project.title}}	Title of the Project
Project Description	{{project.description}}	Description of the Project
Project Status	{{project.status}}	Current Status of the Project
Project Priority	{{project.priority}}	Priority of the Project
Project Requester	{{project.user.name}}	Name of the user who created the Project
Project Owner Name	{{project.owner.name}}	Owner name of the Project
Project URL	{{project.url}}	Url of the Project
Project Start Date	{{project.start_date}}	Start date of the Project
Project End Date	{{project.end_date}}	End date of the Project

Project Task Placeholders

Placeholder name	Placeholder Usage	Return Value
Task ID	{{task.id}}	Human Display Id of the Task
Task Name	{{task.name}}	Will be deprecated
Task Title	{{task.title}}	Title of the Task
Task Description	{{task.description}}	Description of the Task
Task URL	{{task.url}}	Url of the Project
Parent ID	{{taskable.id}}	Human Display Id of the Project
Parent Subject	{{taskable.subject}}	Title of the Project
Parent Description	{{taskable.description}}	Description of the Project
Task start date	{{task.start_date}}	Start date of the Task
Task due date	{{task.due_date}}	Due date of the Task
Task Creator name	{{task.user.name}}	Name of the user who created the Task
Task Owner name	{{task.agent.name}}	Owner name of the Task
Task Status	{{task.status}}	Status of the Task
--Not exposed in placeholder section--	{{task.dependency}}	Type of the dependency [successor/predecessor] with the current task(applicable for dependency notification)
--Not exposed in placeholder section--	{{task.dependency_title}}	Title of the dependent task(applicable for dependency notification)
--Not exposed in placeholder section--	{{current_user_name}}	Name of the user who performed the action(applicable for task comment and watcher notification)

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