Template Variables

Updated Wednesday, October 22, 2025 · Marc Staine

Template variables are a great way to expand add functionality to your templates. They allow you to create templates with dynamic content. For instance, you could create a template which auto responds to a customer giving out the case id by using this variable {{case_id}}.

Global variables

Global variables are available in any template within the system including case templates and signatures.

{{case_id}}	The case Id.
{{activity_id}}	The activity_id.
{{created_by}}	Who created this item.
{{contact_name}}	The contact name assigned.
{{company_name}}	The company name assigned.
{{article_id}}	The article Id.
{{activity_id}}	The activity Id.
{{company_id}}	The company Id.
{{contact_id}}	The contact Id.

Case variables

Case variable are specific to case templates and work flows.

{{emailfrom_name}}	The incoming email contact full name on new email activities.
{{emailfrom_email}}	The incoming email address on new email activities.
{{case_id}}	The assigned case Id.
{{owner_name}}	The full name of the agent owner.
{{owner_first_name}}	The owners first name.
{{owner_last_name}}	The owners last name.
{{owner_initials}}	The owners initials.
{{owner_email}}	The email address of the agent owner.
{{queue_name}}	The assigned queue name.
{{activity_created_by}}	The full name of the agent that created the activity.
{{case_created_by}}	The full name of the agent that created the case.
{{activity_created_on}}	The date the activity was created on in UTC.
{{activity_created_on \| }}	The activity created date in a time zone specified format.
{{case_created_on}}	The date the case was created on in UTC.
{{case_created_on \| }}	The date the case was created in a time zone specified format.
{{case_closed_on}}	The date the case was closed on in UTC.
{{case_closed_on \| }}	The date the case was closed in a time zone specified format.
{{activity_created_by}}	The full name of the user who created the activity.
{{activity_created_on}}	The date and time of the date of the activity.
{{company_name}}	The company name assigned.
{{company_id}}	The company Id.
{{contact_name}}	The contact name of the assigned contact.
{{contact_first_name}}	The contact's first name.
{{contact_last_name}}	The contact's last name.
{{contact_email}}	The full contact name.
{{case_contact_email}}	The case contact email.
{{case_contact_phone}}	The case contact phone.
{{case_contact_mobile}}	The case contact mobile.
{{contact_id}}	The contact Id.
{{case_summary}}	The case summary.
{{asset_name}}	The assigned asset name.
{{case_status}}	The current case status.
{{case_outcome}}	The outcome of the case if closed.
{{case_subject}}	The subject of the case / activity.
{{case_priority}}	The case priority.
{{case_outcome}}	The case outcome.
{{first_activity_content}}	The first case activity contents as HTML.
{{first_activity_content_XXX}}	The first case activity content as plain text with a maximum of XXX characters. i.e. {{first_activity_content_160}}
{{last_activity_content}}	The last activity contents as HTML.
{{last_activity_content_XXX}}	The last activity contents as plain text with a maximum of XXX characters. i.e. {{last_activity_content_160}}
{{agent_url_to_case}}	The full case url.
{{community_url_to_case}}	Return the default community URL case link for community users to access.
{{community_logo}}	The community logo.
{{linked_public_articles}}	Return a list of articles associated to a case if any.
{{f_XX}}	Return a case custom field value. Within the fields section, you can find the field id and enter it within the tag which will translate to the value of the field. i.e. {{f_5}}.

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