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 Placeholders button 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.



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 textWhat 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, 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.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.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.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 FieldsPlaceholders 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 FieldsPlaceholders 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)

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. 


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, adds the right link to the corresponding ticket and keeps the customer updated about status changes is a great way to keep the conversation context in place. So, the next time you end up having to write an email that'll go out to a huge bunch 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}}.


Placeholders are available to be used with Email Notifications (which are sent to customers automatically) when enabled, Canned Responses (which you insert into ticket replies manually) and even in pre-formatted reply templates in your Automations! Keep an eye out for the "Insert Placeholders" button above your textbox, to insert dynamic data into your content. 


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 textWhat it represents

{{ticket.id}}

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 integration like Slack)
{{ticket.description_html}}
Description of the ticket in HTML (for external integration 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 ticket's status
{{ticket.priority}}
Current priority of the ticket
{{ticket.source}}
Returns the numerical value of source of the ticket (1 - Email, 2 - Portal, etc)
{{ticket.source_name}}
Returns the name of source of the ticket (Email, Twitter, Facebook, Phone, MobiHelp, 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}}The date & time by which a resolution is due on a ticket (set by SLA rules)
{{ticket.due_by_hrs}}
The time by which a resolution is due on a ticket
{{ticket.fr_due_by_time}}
The date & time by which a first response is due on a ticket (set by SLA rules)
{{ticket.fr_due_by_hrs}}
The time by which a first response is due on a ticket
{{ticket.sla_policy_name}}
The SLA policy that is applicable for the  apply for the ticket
{{ticket.attachments}}
The Attachments available in the ticket
{{ticket.total_time_spent}}
The total time tracked in the ticket.
{{ticket.billable_hours}}
The billable hours tracked in the ticket.
{{ticket.requester.name}}The (full) name of the customer or ticket requester
{{ticket.requester.firstname}}Only the first name of the requestor
{{ticket.requester.lastname}}Only the last name of the requestor
{{ticket.requester.company_name}}Company or 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}}Requester's address
{{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 company to which the requester of the ticket belongs
{{ticket.company.id}}
ID of the Company to which the ticket (it's requester) has been associated
{{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 Agent to whom the ticket has been assigned
{{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 on 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 in multi-product setup
{{ticket.satisfaction_survey}}Inserts a customer satisfaction survey to the message
{{ticket.surveymonkey_survey}}
The satisfaction survey for Survey Monkey integration
{{event_performer.name}}
Event performer's name. An event performer can be an agent or a 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:Dynamic content 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:Dynamic content placeholders are available for the custom contact/company fields as well
{{ticket.requester.warranty}}
Custom Contact Field - Warranty (example)
{{ticket.company.organisation}}
Custom Company Field - Organisation (example)

These are the default placeholders available in Freshdesk, in the general Placeholders popup. If you're wondering why a few of your favorites like {{comment.body}} and {{comment.commenter.name}} aren't here, you should definitely check this article out. 


In addition to this list, every custom field you create under Ticket Fields and Customer fields will get a placeholder of its own. It will get added to the placeholders list once you save changes to the ticket form.