Within Teamwork Desk, you can communicate consistently and quickly with your customers by using variables.



There are a number of places where variables can be used:

  • Auto Replies (subject and body)
  • Canned Responses
  • Inbox Signatures
  • In the action "Send email" in trigger
To get started with inserting variables, navigate to the section that you wish to add variables to (auto replies, canned responses, inbox signatures).

When the text editor opens up you will see a magic wand icon at the far right of the editor header. Click on the icon and this will show you the full list of variables available for your section.


Note: All variables allow "fallback" options if there is no value set. To add a fallback option, simply follow this pattern {%variable.name, fallback = whatever you want here%}. Note that you can have space before and after the word "fallback" if you wish.

If you want to prevent {% .. %} patterns for from being interpreted as variables, then prefix it with a backslash like so: \{%hello%}.

When using Desk via an API, variables are not available in the editor. Variable options that can be used are outlined below.

Inbox

Variable Name
Auto Replies
Canned Responses
Inbox Signatures
Triggers: Send email
{%inbox.id%}
Yes
Yes
Yes
Yes
{%inbox.name%}
Yes
Yes
Yes
Yes
{%inbox.image%} (the URL of the inbox image)
Yes
Yes
Yes
Yes
{%inbox.email%}
Yes
Yes
Yes
Yes

Customer

Variable Name
Auto Replies
Canned Responses
Inbox Signatures
Triggers: Send email
{%customer.id%}
Yes
Yes
Yes
Yes
{%customer.firstName%}
Yes
Yes
Yes
Yes
{%customer.lastName%}
Yes
Yes
Yes
Yes
{%customer.fullName%}
Yes
Yes
Yes
Yes
{%customer.email%}
Yes
Yes
Yes
Yes

Ticket

Variable Name
Auto Replies
Canned Responses
Inbox Signatures
Triggers: Send email
{%ticket.id%}
Yes
Yes
Yes
Yes
{%ticket.subject%}
Yes
Yes
Yes
Yes
{%ticket.preview%}
Yes
Yes
No
No

User (also aliased as agent and session)

Variable Name
Auto Replies
Canned Responses
Inbox Signatures
Triggers: Send email
{%user.id%}
No
Yes
Yes
Yes
{%user.firstName%}
No
Yes
Yes
Yes
{%user.lastName%}
No
Yes
Yes
Yes
{%user.email%}
No
Yes
Yes
Yes
{%user.jobTitle%}
No
Yes
Yes
Yes
{%user.officePhone%} also aliased as {%user.office%}
No
Yes
Yes
Yes
{%user.cellPhone%}
No
Yes
Yes
Yes
{%user.mobile%}
No
Yes
Yes
Yes
{%user.phone%}
No
Yes
Yes
Yes
For more information, see: Using markdown with Desk