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| Tags | Description | Notes | |||
|---|---|---|---|---|---|
| {ticket.id} | The system-level ticket ID | ||||
| {ticket.code} | The ticket number | e.g. "182191" | |||
| {ticket.department_id} | The system-level department ID of the department this ticket belongs to | ||||
| {ticket.staff_id} | The system-level staff ID of the staff member assigned to this ticket | May be empty | |||
| {ticket.service_id} | The system-level service ID of the service this ticket is in relation to | May be empty | |||
| {ticket.client_id} | The system-level client ID of the client this ticket is assigned to | ||||
| {ticket.email} | The email address the ticket was emailed in from | Only set when the email address is piped in and unrecognized | |||
| {ticket.summary} | A brief ticket summary | ||||
| {ticket.priority} | The system-level ticket priority | e.g. "critical", "high", "medium", etc. | |||
| {ticket.priority_language} | The language for the translated ticket priority | e.g. "Critical", "High", "Medium", etc. | |||
| {ticket.status} | The system-level ticket status | e.g. "open", "awaiting_reply", "closed", etc. | |||
| {ticket.status_language} | The language for the translated ticket status | e.g. "Open", "Awaiting Reply", "Closed", etc. | |||
| {ticket.date_added} | The UTC datetime stamp of ticket creation | Formatted as "YYYY-MM-DD HH:MM:SS" | |||
| {ticket.date_closed} | The UTC datetime stamp the ticket was closed | May be empty. Formatted as "YYYY-MM-DD HH:MM:SS" | |||
| {ticket.reply_id} | The system-level reply ID attached to this ticket | ||||
| {ticket.reply_staff_id} | The system-level staff ID of the staff member that sent this reply | ||||
| {ticket.reply_type} | The system-level type of reply | i.e. "reply", "note", "log". Emails are only sent when the type is "reply" | |||
| {ticket.details} | The ticket reply details in plain text | ||||
| {ticket.details_html} | The ticket reply details in HTML | ||||
| {ticket.reply_date_added} | The UTC datetime stamp of the reply | Formatted as "YYYY-MM-DD HH:MM:SS" | |||
| {ticket.company_id} | The system-level company ID this ticket was created under | ||||
| {ticket.department_name} | The name of the department this ticket belongs to | ||||
| {ticket.department_email} | The email address of the department this ticket belongs to | ||||
| {ticket.reply_by} | The system-level type indicating where the ticket came from | i.e. "staff", "client", or "email" |
Ticket Updated
The ticket updated email template alows fro the following tags:
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