Using Variables in Templates

Templates are only as useful as the content you can put in them. We understand that sometimes the content needs to be dynamic to adjust to the current context. This can be especially true in a support context, where you need to mention users, dates, and so forth.

To make Templates more useful, we've added support for variables. Variables allow you to designate a spot where a particular value should go when the template is inserted. We then evaluate the variable, and replace it with the corresponding value that the variable is mapped to.

For example, if your template has a variable of $assigneeName$, we replace that value with the display name of the current assignee of the ticket at the time the template is being inserted.

Inserting a variable into a template is as easy as typing a $ and selecting the template you want from the list. The general format is $variableName$.

Variables are grouped into related sections. The full list of supported variables is as follows:

Question: Can I mention custom fields?

Not yet. It's something on our radar, and we expect to have that implemented in one of the upcoming releases.

Question: Can I mention attachments in a template?

Not yet. See our attachments page for more details.

Useful Examples

@Mention the current assignee in a template: [~$assigneeAccountId$]