Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to.
KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the template pages that display content on the front end of your website.
Template tags are wrapped within curly brackets and should be inserted into the relevant positions within your content.
The default content tags available with KB Support are:
|Template Tag||Content Provided|
|The customers first name|
|The customer’s full name, first and last|
|The customer’s username on the site, if they registered an account|
|The customer’s email address|
|The name of the company to which the ticket is associated|
|The contact name of the company|
|The email address of the company|
|The phone number of the company|
|The website URL of the company|
|Inserts the logo of the company|
|Your site name|
|The date of the ticket|
|The time of the ticket|
|The unique ID number for this ticket|
|Title of the ticket|
|Content of the ticket|
|Inserts ticket files either as attachments or as clickable links. Determined by the Attach Files setting within the Emails tab|
|The date of the most recent ticket reply|
|The time of the most recent ticket reply|
|Content of the most recent reply|
|Inserts the latest ticket reply files either as attachments or as clickable links. Determined by the Attach Files setting within the Emails tab|
|Adds a URL so customers can view their ticket directly on your website|
|Adds a URL so admins can access a ticket directly|
|Adds a link enabling customers to 1-click close tickets|
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