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.
- In email notifications, using a placeholder can help convey important information to customers like the URL of the ticket they created and how long it will take for the agents to resolve the ticket.
- Canned responses can be saved with placeholders like customer name and agent signature, so agents can just insert them in ticket replies and send it.