Freddy AI for CX
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Placeholders, in a helpdesk, are substitute text used in email templates that will be replaced by information based upon the context. For example, if an agent uses an email template that has a placeholder ‘’, the placeholder will be replaced by the name of the ticket requester when he uses it in a reply.
Placeholders are mainly used in email notifications and canned responses because they make even automated emails seem more personal.
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