Extend text modules with placeholders

Text snippets are a powerful tool for quickly and consistently answering recurring questions. They can contain not only text, but also images, tables, and other HTML-based elements. Furthermore, text snippets can easily be extended with a custom macro language to personalize them and dynamically insert content. Macros within text snippets are enclosed in curly braces.

``` There are four objects that text snippets can access:

  • The ticket itself, including its properties and form data: Placeholder task
  • The current user: Placeholder user
  • Mailboxes: Placeholder mailboxes
  • Workgroups: Placeholder workgroups

User

For example, you can enter the first and last name of the assignee by using the following expression:

{user.firstname} {user.lastname}

Ticket Details

You can access details of the current ticket using the placeholder task, for example, the subject:

{task.subject}

To display details from a custom form, write task.metadata.FORMRNAME.FIELDNAME. For example, if the form is named "InterestedParty" and the text field within it is named "Company," then you would write:

{task.metadata.InterestedParty.Company}

Instead of the form name, you can also write the form's ID, for example: {task.metadata.12.Company}.

You access ticket properties in a similar way, for example, the value of the property name "CustomerNumber" (see here for ticket properties).

{task.property.CustomerNumber}

Mailbox Properties

For example, you can insert the footer of mailbox ID 2 using the following macro:

{mailboxes.2.footer}

Team Properties

Another example is inserting the responsible person for the group with ID number 7:

{workgroups.7.responsible}