Placeholders in Freshdesk are a great way to add dynamic content and personalize your automated emails. An email that refers to the customer by name, updates them about a status change, and adds a link to the corresponding ticket is an excellent way to retain the conversation's context.

For example, the next time you write an email to be sent to a number of people (like an email notification or a canned response), you can address people by their first names by using {{ticket.requester.firstname}} or insert ticket IDs automatically into templates with {{ticket.id}}.

While configuring automation, you'll be able to add placeholders by clicking on the green plus icon in the text editor. 

Here is the complete list of placeholders available in Freshdesk. 

Note: Certain placeholders like ({{ticket.billable_hours}}, {{ticket.total_time_spent}}, etc.) are plan/feature dependant.

These are the placeholders available by default in Freshdesk. If you're wondering why a few of your favorites like {{comment.body}} and {{comment.commenter.name}} aren't here, you can find out why here. 

In addition to this list, every custom field you create under Ticket Fields and Customer Fields will get a placeholder of its own and will be automatically added to the list of placeholders once you save changes to the ticket form. 

Placeholders in Freshdesk are a great way to add dynamic content and personalize your automated emails. An email that refers to the customer by name, adds the right link to the corresponding ticket, and keeps the customer updated about status changes is a great way to keep the conversation context in place. So, the next time you end up having to write an email that'll go out to a huge bunch of people (like an email notification or a canned response), you can address people by their first names by using {{ticket.requester.firstname}} or insert ticket IDs automatically into templates with {{ticket.id}}.

Placeholders are available to be used with Email Notifications (which are sent to customers automatically) when enabled, Canned Responses (which you insert into ticket replies manually), and even in pre-formatted reply templates in your Automations! Keep an eye out for the "Insert Placeholders" button above your textbox, to insert dynamic data into your content. 

Here is the complete list of placeholders available in Freshdesk. 

Note: Certain placeholders like ({{ticket.billable_hours}}, {{ticket.total_time_spent}}, etc.) are plan/feature dependant

These are the default placeholders available in Freshdesk, in the general Placeholders popup. If you're wondering why a few of your favorites like {{comment.body}} and {{comment.commenter.name}} aren't here, you should definitely check this article out. 

In addition to this list, every custom field you create under Ticket Fields and Customer fields will get a placeholder of its own. It will get added to the placeholders list once you save changes to the ticket form.