Placeholders in Freshdesk let you add dynamic content (like the requester's name or ticket details) to your Canned Responses, Email Notifications and so on. While most of the placeholders you can use are available through the Insert Placeholder button (found in the Notifications and Canned Response sections), there are a few like comment.body that have been intentionally left out. 

Why are these placeholders missing?


A placeholder brings up content dynamically from a ticket, requester, comment, etc. For example, the ticket.description placeholder will always show the original description of this ticket; meaning that the ticket must have already been referenced somewhere. Most of the time, this should work just fine (in a canned response, notification, scenario and so on). However, if you try using it in a page on your custom FreshTheme portal, you'll need to make sure that you've referenced which ticket you're talking about first.


A placeholder like comment.body and comment.commenter.name displays the body and commenter name of this comment. That means that you need to have already referenced what this comment means, in order for it to work in the notification for an agent or customer. Otherwise (if you want to use it in your themes, for example), you need to make sure you've referenced the comment earlier.

This is why the comment.body and comment.commenter.name placeholders only make sense in the email notification corresponding to an agent or requester adding a comment - and that's why you won't find them under the general Placeholders popup.

How is that different from the Last Public Comment placeholder?


The ticket description, comment, and last public comment placeholders can be a bit confusing, so here's a quick overview with an 
example:


Let's take a customer, say Allen from Gourmet Chocos who sends this support email:




{{ticket.description}} : this shows the description of the ticket. In our case - the packaging of the order was bad. I've been ruing the fact that I waited so long and happened to get this.

Sara, the support agent to whom the ticket was assigned, gets Lana from the grievances team in touch to replace the order with a new package.



You want Allen to get an email notification with the comment Sara added. You'd use the {{comment.body}} placeholder here, along with {{comment.commenter.name}}.

Say Allen is busy, so he replies asking for a different time slot to discuss the issue. This gets into Freshdesk as a comment made by the customer. You want Sara and the team to get a notification saying just that. Again, you'd use the {{comment.body}} placeholder to get this done.

Note that you can only use the comment.body or comment.commenter.name placeholders when you know which comment you are referring to. If you use them from the 'New Comment Added' notifications, you don't have to worry. But you can't use them in a canned response because Sara would not know which comment you're talking about.

So, with every reply if you don't want the whole story thread flowing across- you just want the last thing people were talking about, you'd use the {{ticket.latest_public_comment}} placeholder.




Placeholders in Freshdesk let you add dynamic content (like the requestor's name, or ticket details) to your Canned Responses, Email Notifications etc. While almost all the placeholders you can use are available when you click the Placeholder button under notifications and canned responses, there are a few, like 'comment.body' that have been intentionally left out. 

Why are these Placeholders missing?


A placeholder brings up content dynamically from a ticket, requestor, comment etc. 


a. For example, the ticket.description placeholder will ALWAYS show the original description of THIS ticket. That means the ticket MUST have been referenced somewhere before. If you are using this in a canned response, notification or in most other places (like in Scenarios) it should work just fine. If you are using it in a page on   your custom FreshTheme portal, you should probably make sure you've referenced WHICH ticket you are talking about first though.

b. A placeholder like comment.body and comment.commenter.name shows the body and commenter name of THIS comment. That means, you must have referenced what THIS comment means, so it would work in the notification for an agent or customer adding a comment correctly. Otherwise (like if you need to use it in your themes), you need to make sure you've referenced the comment already.

This is why the comment.body and comment.commenter.name placeholders only make sense in the email notification corresponding to an agent or requestor adding a comment. And, that's why you will not find them under the general Placeholders popup.

How is that different from the Last Public Comment placeholder?


The ticket description, comment and last public comment placeholders can be a bit confusing. So here is a quick overview with an example:

Let's take a customer, say Allen from Gourmet Chocos who sends this support email:





{{ticket.description}} : this shows the description of the ticket. In our case - the packaging of the order was bad. I've been ruing the fact that I waited so long and happened to get this.

Sara, the support agent to whom the ticket was assigned, gets Lana from the grievances team in touch to replace the order with a new package.



You want Allen to get an email notification with the comment Sara added. You'd use the {{comment.body}} placeholder here, along with {{comment.commenter.name}}.

Say Allen is busy, so he replies asking for a different time slot to discuss the issue. This gets into Freshdesk as a comment made by the customer. You want Sara and the team to get a notification saying just that. Again, you'd use the {{comment.body}} placeholder to get this done.

Note that you can only use the comment.body or comment.commenter.name placeholders when you know which comment you are referring to. If you use them from the 'New Comment Added' notifications, you don't have to worry. But you can't use them in a canned response because Sara would not know which comment you're talking about.

So, with every reply if you don't want the whole story thread flowing across- you just want the last thing people were talking about, you'd use the {{ticket.latest_public_comment}} placeholder.