Placeholders

Placeholders are used in SimpKo to dynamically add content to notifications. Placeholders are terms/words that represent specific content and are automatically replaced by the system with the corresponding data. You can use predefined system placeholders that refer to system attributes, or you can create placeholders yourself, for example for frequently recurring text fragments.

For example, you can use the system placeholder {{ticket. subject}} to dynamically insert the subject of the ticket in a notification.

Placeholders entered by you are listed in the overview under Notifications >> Placeholders. The system/support languages in which the placeholders were created are displayed under 'Translations'.

Topics of this article:
Use of Placeholders (where and how they are used)
Add, Edit, Delete Placeholders yourself
Liste System-Platzhalter einschließlich Platzhalter individueller Ticketfelder

Use of Placeholders

Where are placeholders used?
Since content for notifications is inserted by text blocks, placeholders are used in the subject and in the text area in text blocks for notifications.

How are placeholders used?
Placeholders are inserted instead of names/values (data) and must always be surrounded by two curly brackets -> e.g. a ticket number is referenced with {{ticket.number}}.

Note: If a placeholder refers to a record without a value, the placeholder cannot be filled.

Add, Edit, Delete Placeholders yourself

Go to Notifications >> Placeholders.

Add, Edit Placeholders

• Add placeholder: Click on "New Placeholder".

  Edit existing placeholder: Click in the line of the placeholder to be edited or click on the edit icon ().

• Available Form fields:

  Code: Enter a coherent code name (without curly braces) for the placeholder. The code may contain only letters, numbers and underscores. The code is not language dependent, i.e. it cannot be entered in different languages.
  Text: Enter the desired text. Other placeholders can be used within the placeholder. You can use Markdown to format the text.
  Active: For the placeholder to be used, it must be enabled.

• After creating/editing click on Save.

• In case of multiple Language Tabs: Enter here the text of the placeholder in the different languages.
  For more information on providing notifications in multiple languages, click here.

Delete Placeholders

You can delete the placeholders you have created yourself, provided they are not in use by

• clicking the delete icon () of the desired placeholder and then on Yes, Delete to confirm the deletion process.

List of System Placeholders including Placeholders of Custom Ticket Fields

Below is a list of available system placeholders and their descriptions.

Placeholder Code	Description
{{ticket.number}}	Ticket number of the corresponding Ticket.
{{ticket.subject}}	Subject of the ticket.
{{ticket.message}}	The (original) message of the corresponding ticket.
{{content}}	The reply text of the agent of the corresponding ticket.
{{ticket.customer.name}}	Full name of the requesting person.
{{ticket.customer.firstname}}	First name of the requesting person.
{{ticket.customer.lastname}}	Last name of the requesting person.
{{ticket.agent.name}}	Full name of the agent to whom the ticket was assigned.
{{ticket.agent.firstname}}	First name of the agent to whom the ticket was assigned.
{{ticket.agent.lastname}}	Last name of the agent to whom the ticket was assigned.
{{ticket.agent.signature}}	Signature of the Agent. Note: With one exception, this placeholder is used to insert the signature of the agent to whom the ticket was assigned. The exception concerns replies to tickets - in this case, the signature of the replying agent will be inserted.
{{ticket.agent.displayname}}	The display name of the agent. In case there is no display name entered in the user profile, the actual name (first/last name) will be used.
{{ticket.created}}	Creation date of the ticket.
{{ticket.link}}	Ticket link that is accessible to agents.
{{ticket.state.name}}	Status value of the ticket.
{{ticket.priority.name}}	Priority of the ticket.
{{ticket.group.name}}	Group of the corresponding ticket.
{{ticket.type.name}}	Type of the ticket.
{{ticket.lastreply.agent}}	Content of the last reply of the agent added to the corresponding ticket.
{{ticket.lastreply.external}}	Content of the last externally added reply to the corresponding ticket. This external response may come from the requesting person or possibly from a third party in case of a reply to a forwarded ticket.
{{ticket.latest.note}}	The latest private note that has been added to the ticket.
{{ticket.custom.<Field-ID>}} Example: {{ticket.custom.order_no}}	The data value of the corresponding custom ticket field for the ticket.