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    Template Variables

    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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