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. 


Placeholder

Return Type

What they mean

portal.user.name
string
Name of the user using the support portal
 first name and last    
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

Now that you have your basics covered, you probably want to start defining the layout of each of your portal pages. It’s useful to think of your portal as consisting of three parts:
  1. The Forums where your customers share problems and ideas with each other
  2. The Solutions where customers learn from your knowledge
  3. The Tickets page where customers submit new tickets or check out the status of existing ones. 
So lets start laying your portal out, one piece at the time...


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.