You can use text placeholders in your widgets to include information about the selected objects in your help desk pages. If you want to insert the name of the user who is currently logged in, you can insert {{current_user.name}}.

Examples

Hello user

Hi {{current_user.name}}

Depending on what page a wizard is displayed on it has access to different text placeholders.

The current_user Text Placeholders

All pages have access to the current_user placeholders if a user is logged in.

{{current_user.name}}

The name of the user logged in to your help desk.

{{current_user.first_name}}

The first name of the user logged in to your help desk.

{{current_user.email}}

The email address of the user logged in to your help desk.

{{current_user.organization.name}}

The organization of the user logged in to your help desk.

{{current_user.organization.notes}}

The notes about the organization of the user logged in to your help desk.

{{current_user.organization.details}}

The details about the organization of the user logged in to your help desk.

{{current_user.external_id}}

The external id of the user logged in to your help desk.

{{current_user.phone}}

The phone number of the user logged in to your help desk.

{{current_user.details}}

Detailed information for the user logged in to your help desk.

{{current_user.notes}}

Notes for the user logged in to your help desk.

{{current_user.language}}

The language for the user logged in to your help desk.

{{current_user.tags}}

The tags of the user logged in to your help desk.

{{current_user.id}}

The id of the user logged in to your help desk.

The ticket Text Placeholders

Pages where you are viewing a ticket have access to the ticket placeholders.

{{ticket.title}}

Ticket subject.

{{ticket.description}}

Ticket description.

{{ticket.url}}

Full URL path to ticket (excluding “http://”).

{{ticket.id}}

Unique ticket ID.

{{ticket.external_id}}

External ticket ID. Typically populated through the API.

{{ticket.via}}

The source channel of the ticket – e.g. “Mail” or “Twitter”.

{{ticket.status}}

Ticket status.

{{ticket.priority}}

Ticket priority.

{{ticket.ticket_type}}

Ticket type.

{{ticket.score}}

Score.

{{ticket.group.name}}

Ticket group.

{{ticket.due_date}}

Ticket due date (relevant for tickets of type Task).

{{ticket.latest_comment_formatted}}

Latest comment.

{{ticket.latest_public_comment_formatted}}

Latest public comment.

{{ticket.comments_formatted}}

All comments, latest first.

{{ticket.public_comments_formatted}}

All public comments, latest first.

{{ticket.account}}

Help desk name.

{{ticket.assignee.name}}

Ticket assignee full name (if any).

{{ticket.assignee.first_name}}

Ticket assignee first name (if any).

{{ticket.assignee.last_name}}

Ticket assignee last name (if any).

{{ticket.requester.name}}

Ticket requester full name.

{{ticket.requester.first_name}}

Ticket requester first name.

{{ticket.requester.last_name}}

Ticket requester last name.

{{ticket.requester.email}}

Ticket requester email.

{{ticket.requester.language}}

Ticket requester language.

{{ticket.requester.phone}}

Ticket requester phone number.

{{ticket.requester.id}}

Ticket requester ID.

{{ticket.requester.external_id}}

Ticket requester external ID.

{{ticket.organization.name}}

Ticket requester organization.

{{ticket.cc_names}}

Ticket CCs.

{{ticket.tags}}

All tags registered on the ticket.

{{ticket.in_business_hours}}

Renders “true” if update is within business hours.

{{ticket.ticket_field_ID}}

Ticket custom field. E.g, {{ticket.ticket_field_123}}.

{{ticket.ticket_field_option_title_ID}}

For drop-down custom fields, this yields the title of the drop-down value selected (as opposed to the tag, which is what the previous placeholder yields). E.g {{ticket.ticket_field_option_title_123}}.

{{account.incoming_phone_number}}

Zendesk Voice inbound phone number.

The requester Text Placeholders

Pages where you are viewing a ticket have access to the requester placeholders.

{{requester.name}}

The name of the user who requested the ticket.

{{requester.first_name}}

The first name of the user who requested the ticket.

{{requester.email}}

The email address of the user who requested the ticket.

{{requester.organization.name}}

The organization of the user who requested the ticket.

{{requester.organization.notes}}

The notes about the organization of the user who requested the ticket.

{{requester.organization.details}}

The details about the organization of the user who requested the ticket.

{{requester.external_id}}

The external id of the user who requested the ticket.

{{requester.phone}}

The phone number of the user who requested the ticket.

{{requester.details}}

Detailed information for the user who requested the ticket.

{{requester.notes}}

Notes for the user who requested the ticket.

{{requester.language}}

The language for the user who requested the ticket.

{{requester.tags}}

The tags of the user who requested the ticket.

The user text place holders

Pages where you are viewing a user have access to the user placeholders.

{{user.name}}

The name of the user.

{{user.first_name}}

The first name of the user.

{{user.email}}

The email address of the user.

{{user.organization.name}}

The organization of the user.

{{user.organization.notes}}

The notes about the organization of the user.

{{user.organization.details}}

The details about the organization of the user.

{{user.external_id}}

The external id of the user.

{{user.phone}}

The phone number of the user.

{{user.details}}

Detailed information for the user.

{{user.notes}}

Notes for the user.

{{user.language}}

The language for the user.

{{user.tags}}

The tags of the user.