Apply your tags in email and canned response templates

Tags are placeholders in templates. Tags auto-populate emails and canned responses with ticket information. That information related to emails can be for general, approval-and-disapproval, and action rule emails. For canned responses they are generally related to the ticket requester, for example, name, ticket number, and contact information.

Web Help Desk replaces these placeholders with their proper values (based on values in client tickets) once the email or canned response is generated. The tickets contain information types defined in the Setup pages for areas such as tickets, clients, techs, and processes.

Tags for email templates

The following table provides a list of tags for any type of Web Help Desk email template. Because these tags are hard coded into Web Help Desk, they cannot be edited.

When you add tags to an email template, use the tag syntax as it is shown in the table below. The content (such as tech, email, and client) must be entered between right and left facing angle brackets (such as <client>).

Tag	Information pulled from ticket
<ticket_url>	The URL where the ticket resides.
<login_url>	The URL for logging in to access a ticket.
<ticket_ID>	The Web Help Desk ticket ID number.
<request_type>	The ticket request type. A request type defines the trouble area. For example, Email/Outlook, Network, Printer/Toner, or User Administration.
<status_type>	The ticket status indicating the ticket's state of completion. The ticket status can be Open, Closed, Pending, Canceled, or Resolved.
<priority_type>	The ticket priority type that determines the ticket due date. The default priorities include Urgent, High, Medium, and Low.
<client>	The client's first and last name.
<client_short>	The abbreviated version of the client name. Use this tag to minimize space, such as in lists.
<client_phone>	The phone number of the client who submitted the ticket.
<client_email>	The email address of the client who submitted the ticket.
<assigned _to>	The name of the tech assigned to the ticket.
<assigned_to_short>	The abbreviated version of the tech name assigned to the ticket.
<tech>	The tech's first and last name.
<tech_short>	The abbreviated version of the tech's name. Use this tag to minimize space, such as in lists.
<tech_phone>	The tech's phone number.
<tech_email>	The tech's email address.
<room>	The room where an asset is located.
<company>	The company associated with the ticket.
<location>	The Location of an asset in a ticket.
<subject>	The subject of the ticket.
<report>	The request detail information.
<due_datetime>	The estimated ticket completion date and time.
<scheduled_worktime>	The scheduled date and time to complete work on the ticket.
<worktime>	The time spent working on the ticket.
<first_initial>	The first letter of the client's first name.
<last_name>	The client's last name.
<last_initial>	The first letter of the client's last name.
<email>	The client's email address.
<last_name>	The client's last name.
<helpdesk_contact_info>	The Web Help Desk contact information.
<helpdesk_name>	The name of the help desk installation.
<custom_x>	The ticket custom field, where x represents a custom field ID.