Home  |  Features  |  Downloads  |  Forums  |  Support  |  Contact Us

From osTicket Wiki

Jump to: navigation, search

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
%idTicket ID (internal ID)
%ticketTicket number (external ID)
%emailEmail address
%nameFull name
%subjectSubject
%topicHelp topic (web only)
%phonePhone number + ext
%statusStatus
%priorityPriority
%deptDepartment
%assigned_staffAssigned staff (if any)
%createdateDate created
%duedateDue date
%closedateDate closed
%messageMessage (incoming)
%responseResponse (outgoing)
%noteInternal note
%staffStaff's name (alert/notices)
%assigneeAssigned staff
%assignerStaff assigning the ticket
%urlosTicket'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.