For Operators

Templates: Variables

You can use variables in reply templates: when a template is inserted into the reply field, they are replaced with the customer's, the ticket's and your own data. The text in the field already contains the values, so you can see them and edit them before sending.

Available Variables

{{contact.name}}      — customer name (without a name: @username, email or messenger ID)
{{contact.email}}     — customer email
{{contact.telegram}}  — customer's Telegram username, without @
{{ticket.id}}         — ticket number (first 8 characters of the ID)
{{ticket.subject}}    — ticket subject
{{ticket.status}}     — ticket status as a system code: new, open, in_progress, pending, resolved, closed
{{operator.name}}     — your name from the profile (your email if no name is set)
{{workspace.name}}    — project name

In the template editor, variables are inserted with a click — from the row above the “Content” field or from the “Available Variables” block. “Preview” shows the template filled with sample values.

Quick Usage

In a ticket press Ctrl+/ or the “Templates” button — or type / in an empty reply field
Find the template by its name or command
Pick the template — it goes into the field with the values already filled in
Check the text, edit it if needed and send the reply

If a variable has no data (e.g., the customer has no email), it's replaced with an empty string. Write a variable exactly as listed — no spaces inside the braces, same letter case; a misspelled variable or one not on the list stays in the text as typed. Substitution happens only when a template is inserted: a variable typed into the reply field by hand reaches the customer as is.

Greetings and signatures (Settings → Operator templates) use their own variables: %USER% — customer name, %SUPPORTUSER% — operator name, %PROJECT% — project name, %MESSAGE% — where the reply text goes. Curly-brace variables don't work there.

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