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 Send email action in triggers

In the relevant supported section, you will see a variable option in the editor toolbar at the top of the editor area.

Clicking the variable option will open a dropdown listing all available variable options. You can scroll through the list or use the filter at the top to search.

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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%}. 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 Teamwork 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
{%mailbox.name%}
Yes
Yes
Yes
Yes
{%mailbox.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

Agent (also aliased as session)

Variable Name
Auto Replies
Canned Responses
Inbox Signatures
Triggers:
Send email
{%agent.id%}
No
Yes
Yes
Yes
{%agent.firstName%}
No
Yes
Yes
Yes
{%agent.lastName%}
No
Yes
Yes
Yes
{%agent.email%}
No
Yes
Yes
Yes
{%agent.jobTitle%}
No
Yes
Yes
Yes
{%agent.officePhone%}
also aliased as
{%agent.office%}
No
Yes
Yes
Yes
{%agent.cellPhone%}
No
Yes
Yes
Yes
{%agent.mobile%}
No
Yes
Yes
Yes
{%agent.phone%}
No
Yes
Yes
Yes

Customer Portal

Variable Name
Auto Replies
Canned Responses
Inbox Signatures
Triggers: Send email
{%portal.currentcustomerlogin%}
Yes
Yes
Yes
Yes
For more information, see: Using Markdown