Placeholder | Description | Where to Use | Result |
Department | The department handling the ticket. | Your query has been assigned to the ${Cases.Department}. | Your query has been assigned to the Support Team. |
Contact Name | The name of the contact associated with the ticket. | Hello ${Cases.Contact Name}, we have received your request. | Hello John Doe, we have received your request. |
Email | The contact's email address. | We have sent the details to ${Cases.Email}. | We have sent the details to john.doe@example.com. |
Phone | The contact's phone number. | You can reach us at ${Cases.Phone} for further assistance. | You can reach us at +1-987-654-3210 for further assistance. |
Subject | The subject of the ticket. | The ticket subject is: ${Cases.CUSTOMER_PORTAL_LINK::${Cases.Subject}}. | The ticket subject is: Login Issue with App. |
Description | The detailed description of the ticket issue. | Details of your request: ${Cases.Description}. | Details of your request: Unable to log in with valid credentials. |
Status | The current status of the ticket. | Your ticket status is now ${Cases.Status}. | Your ticket status is now In Progress. |
Ticket Owner | The agent or team responsible for the ticket. | Your request is assigned to ${Cases.Case Owner}. | Your request is assigned to Alice Thompson. |
Created By | The person who created the ticket. | The ticket was created by ${Cases.Created By}. | The ticket was created by John Doe. |
Modified By | The last person who modified the ticket. | Last modified by ${Cases.Modified By}. | Last modified by Emma Watson. |
Created Time | The date and time when the ticket was created. | Your ticket was created on ${Cases.Created Time}. | Your ticket was created on March 20, 2025, 10:30 AM. |
Modified Time | The date and time of the last modification. | Last updated on ${Cases.Modified Time}. | Last updated on March 21, 2025, 2:45 PM. |
Ticket Id | The unique ID assigned to the ticket. | Reference your ticket ID: ${Cases.Request Id}. | Reference your ticket ID: TKT-98765. |
isSpam | Indicates if the ticket is marked as spam (Yes/No). | Spam status: ${Cases.isSpam}. | Spam status: No. |
Resolution | The solution or resolution provided for the ticket. | The ticket has been resolved: ${Cases.Resolution}. | The ticket has been resolved: Password reset completed. |
Number of Threads | The number of message threads in the ticket. | There are ${Cases.Thread Count} responses in this ticket. | There are 4 responses in this ticket. |
Account Name | The name of the account associated with the ticket. | The ticket is linked to ${Cases.Account Name}. | The ticket is linked to Acme Corp. |
Due Date | The deadline by which the ticket should be resolved. | Please address this by ${Cases.Due Date}. | Please address this by March 25, 2025. |
Priority | The urgency level of the ticket (High, Medium, Low). | The priority of this ticket is ${Cases.Priority}. | The priority of this ticket is High. |
Channel | The channel through which the ticket was created (email, phone, etc.). | This ticket was submitted via ${Cases.Mode}. | This ticket was submitted via Email. |
Ticket Closed Time | The date and time when the ticket was closed. | The ticket was closed on ${Cases.Case Closed Time}. | The ticket was closed on March 22, 2025, 5:00 PM. |
Is Overdue | Indicates if the ticket is overdue (Yes/No). | Overdue status: ${Cases.Is Overdue}. | Overdue status: No. |
Is Escalated | Indicates if the ticket has been escalated (Yes/No). | Escalation status: ${Cases.Is Escalated}. | Escalation status: ${Cases.Is Escalated}. |
Classifications | The categorization or classification of the ticket. | Ticket classification: ${Cases.Classification}. | Ticket classification: Billing Issue. |
Number of Comments | The number of comments added to the ticket. | This ticket has ${Cases.Comment Count}. | This ticket has 5 comments. |
Time to Respond | The time taken to respond to the ticket. | Response time: ${Cases.Time to Respond}. | Response time: 4 hours. |
Team Name | The name of the team handling the ticket. | Handled by team: ${Cases.Team Name}. | Handled by team: IT Support. |
Ticket On Hold Time | The date and time when the ticket was put on hold. | The ticket was placed on hold at ${Cases.Case On Hold Time}. | The ticket was placed on hold at 2025-03-20 2:30 PM. |
Layout | The layout associated with the ticket. | This ticket follows the ${Cases.Layout}. | This ticket follows the Standard Support layout. |
Language | The language associated with the ticket. | The ticket language is ${Cases.Language}. | The ticket language is English. |
Bad Rating | Indicates if the ticket received a bad rating on edited word. | The ticket received a ${Cases.Bad Rating} rating. | The ticket received a Poor rating. |
Cost of the Ticket | The total cost associated with the ticket. | The total cost is ${Cases.Cost of the Ticket}. | The total cost is $120. |
Price | The price per unit or service in the ticket. | The price per unit is ${Cases.Price}. | The price per unit is $30. |
Quantity | The number of units or services in the ticket. | The ticket includes ${Cases.Quantity} units. | The ticket includes 4 units. |
Ticket Booked Date | The date when the ticket was booked. | The ticket was booked on ${Cases.Ticket Booked Date}. | The ticket was booked on 2025-03-18. |
Ticket Cancellation Date | The date when the ticket was canceled. | The ticket was canceled on ${Cases.Ticket Cancellation Date}. | The ticket was canceled on 2025-03-19. |
Recent Thread Content | The most recent content from the ticket thread. | Latest message: ${Cases.Recent Thread Content}. | Latest message: Can you share the log file? |
Customer Happiness Rating | A question with 3 rating options for the customer to rate. | ${Cases.Customer Happiness Rating} | How would you rate our customer service? Good | Okay | Bad |
Rating from Customer | The rating from the customer | Rating received: ${Cases.Rating From Customer}. | Rating received: Good. |
Blueprint State Escalation Level | The escalation level of the blueprint state. | Escalation level: ${Cases.Blueprint State Escalation Level} | Escalation level: Level 2. |
Blueprint Name | The name of the transition stage in the blueprint. | Ticket has been associated with ${Cases.Blueprint Name} blueprint. | Ticket has been associated with Refund Approval Process blueprint. |
Transition Name | The name of the transition stage in the blueprint. | Current transition: ${Cases.Transition Name}. | Current transition: Awaiting Manager Approval. |
Recipient Name | The name of the recipient associated with the ticket. | Recipient: ${Cases.Recipient Name}. | Recipient: John Doe. |
Escalation Level | The current escalation level of the ticket. | Currently blueprint has been escalated to ${Cases.Escalation Level}. | Currently blueprint has been escalated to Level 3. |
Due Status | The due status of the ticket (Overdue/On-time). | The ticket is currently ${Cases.Due Status}. | The ticket is currently On-time. |
Account Name | The name of the account associated with the ticket. | The ticket is linked to ${Cases.Account Name}. | The ticket is linked to ABC Corporation. |
First Name | The first name of the contact. | Hello ${Cases.First Name}! | Hello Sarah! |
Last Name | The last name of the contact. | Mr./Ms. ${Cases.Last Name}, your request is being processed. | Mr. Vincent, your request is being processed. |
Recent Comment | The most recent comment on the ticket. | Latest comment: ${Cases.Recent Comment}. | Latest comment: Please escalate this to level 2 support. |
Recent Comment By | The name of the person who made the recent comment. | Commented by: ${Cases.Recent Comment By} | Commented by: James Carter. |
Recent Comment Time | The date and time of the recent comment. | Last comment on: ${Cases.Recent Comment Time} | Last comment on: 2025-03-19 at 2:00 PM. |
Recent Commenter Email | The email of the person who made the recent comment. | Email of commenter: ${Cases.Recent Commenter Email}. | Email of commenter: james.carter@example.com. |
Agent Ticket Button | A button link to the agent ticket page. | Open ticket: ${Cases.SUPPORT_PORTAL_BUTTON} | Open ticket: Agent View |
Customer Ticket URL | The URL for the customer-facing ticket page. | Track your ticket here: ${Cases.CUSTOMER_PORTAL_LINK}. | Track your ticket here: https://helpdesk.com/ticket/894512. |
Agent Ticket URL | The URL for the agent-facing ticket page. | View ticket details: ${Cases.SUPPORT_PORTAL_LINK}. | View ticket details: https://helpdesk.com/agent/ticket/894512 |
Customer Ticket Button | A button link to the customer ticket page. | Click here: ${Cases.CUSTOMER_PORTAL_BUTTON}. | Click here: View Ticket |
First Name | The first name of the ticket owner. | Ticket has been assigned to: ${Case Owner.First Name}. | Ticket has been assigned to: Alice. |
Last Name | The last name of the ticket owner. | Handled by: Mr./Ms. ${Case Owner.Last Name}. | Handled by: Ms. Vincent. |
Email | The email address of the ticket owner. | You can reach the ticket owner at ${Case Owner.Email}. | You can reach the ticket owner at alice.vincent@helpdesk.com. |
Mobile | The mobile number of the ticket owner. | For immediate assistance, call ${Case Owner.Mobile}. | For immediate assistance, call +1-987-654-3210. |
Phone | The phone number of the ticket owner. | Contact the ticket owner at ${Case Owner.Phone}. | Contact the ticket owner at +1-555-789-4560. |
First Name | The first name of the agent handling the ticket. | Assigned to: ${Cases.First Name}. | Assigned to: Alice. |
Last Name | The last name of the agent handling the ticket. | Handled by: ${Cases.Last Name}. | Handled by: Mr. Vincent. |
Support Rep Name | The name of the support representative. | Assigned to: ${User.Support Rep Name}. | Assigned to: Alice Smith. |
Email | The agent's email address. | You can reach the agent at ${User.Email}. | You can reach the agent at alice.vincent@helpdesk.com. |
Phone | The agent's phone number. | Contact the agent at ${User.Mobile}. | Contact the agent at +1-555-789-4560. |
Mobile | The agent's mobile number. | For immediate assistance, call ${User.Phone}. | For immediate assistance, call +1-987-654-3210. |
Organization Name | The name of the organization. | From: ${Organization.Organization Name}. | From: ABC Corporation |
Organization Description | The description of the organization. | About: ${Organization.Organization Description}. | About: Leading software solutions provider. |
Website | The website URL of the organization. | Visit us at: ${Organization.Website}. | Visit us at: www.abc-corp.com |
Mobile | The mobile number of the contact or organization. | Contact us at: ${Organization.Mobile}. | Contact us at: +1-987-654-3210. |
Fax | The fax number of the organization. | Fax us at: ${Organization.Fax}. | Fax us at: +1-123-456-7890. |
Phone | The phone number of the organization. | Call us at: ${Organization.Phone}. | Call us at: +1-555-789-4560. |
Organization Logo | The logo of the organization. | Logo: ${Organization.Organization Logo}. | Logo: 🔤 |
City | The city where the organization is located. | Location: ${Organization.City}. | Location: New York. |
Street | The street address of the organization. | Address: ${Organization.Street}. | Address: 123 Main Street. |
State | The state of the organization. | State: ${Organization.State}. | State: California. |
Country | The country of the organization. | Country: ${Organization.Country}. | Country: United States. |
Zip Code | The postal code of the organization. | Zip Code: ${Organization.Zip Code}. | Zip Code: 10001. |
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