Email Templates

From osTicket Wiki

Email Templates

osTicket relies on predefined templates when sending out auto responses, notices and alerts. Each template has a set of variable placeholder as shown below.

Base Variables

Other Variables

%{ticket.id}	Ticket ID (internal ID)
%{ticket.number}	Ticket number (external ID)
%{ticket.email}	Email address
%{ticket.name}	Full name
%{ticket.subject}	Subject
%{ticket.phone}	Phone number \| ext
%{ticket.status}	Status
%{ticket.priority}	Priority
%{ticket.assigned}	Assigned staff and/or team
%{ticket.create_date}	Date created
%{ticket.due_date}	Due date
%{ticket.close_date}	Date closed
%{ticket.auth_token}	Auth. token used for auto-login
%{ticket.client_link}	Client's ticket view link
%{ticket.staff_link}	Staff's ticket view link
Expandable Variables
%{ticket.topic}	Help topic
%{ticket.dept}	Department
%{ticket.staff}	Assigned/closing staff
%{ticket.team}	Assigned/closing team

%{message}	Incoming message
%{response}	Outgoing response
%{comments}	Assign/transfer comments
%{note}	Internal note (expandable)
%{assignee}	Assigned staff/team
%{assigner}	Staff assigning the ticket
%{signature}	Staff/Dept signature (selection)
%{url}	osTicket's base url (FQDN)

Please note that only known (supported) variables are substituted. Non-base variables depends on the context of template type to which they are used.

New Ticket Auto Response: Autoresponse sent to user/client on new ticket if enabled. Meant to give the user the ticket ID which can be used to check the status of the ticket.

New Message Auto Response: Confirmation sent to user when a new message is appended to an existing ticket. This can be emailed or web-based replies.

Over Limit Notice: Ticket denied notice. This is a one time notice sent when the user has reached the max allowed open tickets defined in preference section. Reasonable limit helps control spam and possible email flood loops.

Ticket Response/Reply: Message template used when responding to a ticket or simply alerting the user about a response/answer availability.

New Ticket Alert: Alert sent to staff on new ticket.

New Message Alert: Alert sent to staff when user replies to an existing ticket.

New Internal Note Alert: Alert sent to selected staff ( if enabled) when an internal note is appended to a ticket.

Assigned Ticket Alert: Alert sent to staff on ticket assignment.

Overdue/Stale Alert: Alert sent to staff on stale or overdue ticket.