Tokens

Tokens are used in canned responses, template and notification emails. They will be replaced by actual values.

Ticket Subject

Subject of the ticket.

Ticket Description

Description of the ticket.

Ticket ID

Ticket’s ID.

Creation Date

The date of creation of the ticket.

Due Date

Ticket’s due date property.

Assignee

The name of the agent being assigned to the ticket. A ticke may have zero or multiple assignees.

Assignee’s Full Name

The full name of the agent being assigned to the ticket.

Assignee’s Email

The email account of the agent being assigned to the ticket.

Assignee’s Phone

The phone number of the agent being assigned to the ticket.

Ticket Status

Ticket’s status, including open, pending, resolved and closed.

Ticket Priority

Ticket’s priority, including low, normal, high and urgent.

Requester

The user name of the person who craeted the ticket.

Requester’s Full Name

The full name of the person who craeted the ticket.

Category

Ticket’s category.

Subcategory

Sub category of the ticket.

Ticket Type

Ticket’s type, including request and problem.