The second group of placeholders you might be using quite a lot is related to your users and how they access your portal. Remember, users refer to both Requestors as well as your Customers in Freshdesk.
What they mean
|portal.user.name||string||Full Name of the user using the support portal|
|first name and last||string||Returns the first name and last name of the user respectively|
|portal.user.email||email||Email address of the user|
|portal.user.phone||number||Phone number of the user|
|portal.user.mobile||number||Mobile Number of the user|
|portal.user.job_title||string||Job title of the user|
|portal.user.user_role||string||The role of the user in the support portal (Agent, Supervisor, Admin)|
|portal.user.time_zone||string||The time zone that has been configured in the user’s profile|
|portal.user.twitter_id||string||The Twitter account that has been added to the user account|
|portal.user.profile_url||url||The URL pointing to the profile of the user|
|portal.user.id||number||Unique ID of the user|
|portal.user.company_name||string||Company name that has been specified in the user’s profile|
|portal.user.is_agent||boolean||Returns true or false based on whether the user is an agent or not|
- The Forums where your customers share problems and ideas with each other
- The Solutions where customers learn from your knowledge
- The Tickets page where customers submit new tickets or check out the status of existing ones.
Here's the list of placeholders for other categories such as, General Portal Information, Forums, Access to Solutions, Accessing Attachments and Using Snippets for critical behaviour.