Macros are widely used in ticketing systems for replacing dynamic information in email notifications, print tickets, replies, schedule tickets, etc. You will get a list of macros in the “Insert macro” option available below the text editor.
Here is the list of macros available for your use:
| Macro | Description |
|---|---|
| {{ticket_id}} | Ticket id of current ticket |
| {{customer_name}} | Name of ticket creator |
| {{customer_first_name}} | First name of ticket creator |
| {{customer_email}} | Email address of ticket creator |
| {{last_reply}} | Last reply submitted in the ticket |
| {{last_reply_user_name}} | Name of the agent/customer who submitted the last reply |
| {{last_reply_user_email}} | Email of the agent/customer who submitted the last reply |
| {{last_reply_user_first_name}} | First name of the agent/customer who submitted the last reply |
| {{last_note}} | Last note submitted in the ticket |
| {{last_note_user_name}} | Name of the agent/customer who submitted the last note |
| {{last_note_user_email}} | Email of the agent/customer who submitted the last note |
| {{last_note_user_first_name}} | First name of the agent/customer who submitted the last note |
| {{current_user_name}} | Name of the current user |
| {{current_user_email}} | Email of the current user |
| {{current_user_first_name}} | First name of the current user |
| {{ticket_history}} | Ticket history of reports(description) and few replies excluding the last reply. You can decide the count of replies in Advanced Settings. |
| {{ticket_history_all}} | It prints all replies and report(description) of the current ticket. |
| {{ticket_notes_history}} | It prints all notes of the current ticket |
| {{ticket_history_all_with_notes}} | It prints all replies, notes, and report(description) of the current ticket. |
| {{ticket_history_all_with_logs}} | It prints all replies, logs, and report(description) of the current ticket. |
| {{ticket_history_all_with_notes_and_logs}} | It prints all replies, logs, notes, and report(description) of the current ticket. |
| {{ticket_notes_history_with_logs}} | It prints all notes and logs of the current ticket. |
| {{ticket_url}} | URL of current ticket |
| {{name}} | Name of the ticket creator |
| {{subject}} | Subject of the current ticket |
| {{description}} | Description of the current ticket |
| {{status}} | Status of the current ticket |
| {{priority}} | Priority of the current ticket |
| {{category}} | Category of the current ticket |
| {{assigned_agent}} | Assignee of the current ticket |
| {{date_created}} | Date on which the current ticket has been created |
| {{date_updated}} | Date on which the current ticket has been last updated |
| {{agent_created}} | It will return the agent name who created the ticket on behalf of the customer |
| {{ip_address}} | IP address of the ticket creator |
| {{source}} | Source of the ticket(Email piping, gravity form, browser, schedule ticket, IMAP, Gmail, Microsoft Exchange) |
| {{browser}} | Browser of the customer used for creating a ticket |
| {{os}} | Operating system of the customer |
| {{add_recipients}} | Additional recipients added to the ticket |
| {{prev_assignee}} | Previous assignee of the current ticket |
| {{date_closed}} | Date on which the current ticket has been closed |
| {{user_type}} | It will return the user type as a registered user or guest user |
| {{last_reply_on}} | Date on which the last reply received in the ticket |
| {{last_reply_by}} | The user who last replied to the ticket |
| {{usergroups}} | It gives a list of Usergroups of current ticket creator |
| {{time_logs}} | It will give all timer logs of the current ticket |
| {{time_spent}} | Time Spent by the agent on the current ticket |
| {{sf_feedback}} | Feedback received for the current ticket |
| {{satisfaction_survey_links}} | Satisfaction survey links for a current ticket to get ratings from the user |
| {{satisfaction_survey_url}} | URL of the page on which users can rate the support |
| {{rating}} | Rating received for the current ticket |
| {{sla_logs}} | It will gives all SLA logs of the current ticket |
| {{basepress_kb}} | BasePress knowledgebase suggestions |
| {{bwl_kb}} | BWL knowledgebase suggestions |
| {{echo_kb}} | Echo knowledgebase suggestions |
| {{helpdesk_kb}} | Helpdesk knowledgebase suggestions |
| {{helpguru_kb}} | Helpguru knowledgebase suggestions |
| {{pressapp_kb}} | Pressapp knowledgebase suggestions |
| {{wp_kb}} | WP knowledgebase suggestions |
| {{betterdocs_kb}} | BetterDocs knowledgebase suggestions |
| {{acronix_faq}} | Acronix FAQ suggestions |
| {{ultimate_faq}} | Ultimate FAQ suggestions |
| {{ticket_url_plain}} | URL of a current ticket for the Backend |