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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.

  • 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.