Understanding Merge Fields in HappyFox 🔀

Merge Fields in HappyFox are used to provide dynamic content in the email responses sent to contacts.

Applicable Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus

For example, you can configure your new ticket contact notification with merge fields (e.g {{subject}} is a merge field for the ticket's subject), HappyFox dynamically replaces those merge fields with the actual ticket data while sending the email to the contact.

Where can I use Merge Fields?

Merge Fields are found in various sections of the HappyFox application such as:

  • Canned Actions - Canned Responses
  • Smart Rules - Notification Automation
  • SLA - Breach Notifications
  • Satisfaction Surveys -  Survey Emails
  • Jira Integration - Integration Notifications
  • Github Integration - Integration Notifications
  • Notifications - Contact, Agent, Knowledgebase and forums.

How do I insert a Merge Field into an Email Content?

To use this feature, click "Insert Merge field" link at the top of the corresponding text area to pop open the field selector. Choose from the list of available merge fields to insert them into the content.

Note: Merge fields for Custom fields are split by their type - ticket and contact.

Glossary of Merge Fields 📖:

Here's a list of Merge Fields and their explanation across various sections of the HappyFox application.

Canned Actions:

 👀 Merge Fields can be inserted inside Canned Actions ticket response. 

Merge Field Name

What it Represents

{{category_name}}

The Category of the corresponding Ticket.

{{category_signature}}

The Signature of the Category under which the ticket is associated.

{{Subject}}

The subject text of the corresponding Ticket.

{{display_id}}

The ticket display Id.

{{ticket_id}}

The ticket id of the corresponding ticket. [The number that succeeds /tickets/ in the URL of the corresponding ticket details page.]

{{contact_name}}

The Contact who raised the ticket.

{{contact_email}}

The e-mail id of the contact who raised the ticket.

{{ticket_url}]

The ticket URL permalink that is accessible to agents.

{{contact_ticket_url}}

The ticket URL permalink that is accessible to contacts

{{priority}}

The priority value of the ticket.

{{status}}

The status value of the ticket.

{{time_spent}}

Time Spent by agents for the ticket.

{{agent_name}}

Name of the agent who applies the canned action on the ticket.

{{agent_username}}

Username of the agent who applied the canned action on the ticket.

{{agent_signature}}

Signature of the agent who applied the canned action on the ticket.

{{<Custom Field>}}

The corresponding custom field’s value for the ticket.

Smart Rules:

 👀 Merge Fields can be inserted for Smart Rule Action- Notify >> Send email. In the notification editor, there are three places where you can insert merge fields:

  1. Email Recipients
  2. Email Subject
  3. Email Content

SR Email Recipients:

Merge Field Name

What it Represents?

{{all_category_staff}}

The email addresses of all the agents under the category the ticket is associated with.

{{all_staff_subscribers}}

The email address of the agents who have subscribed to the corresponding ticket.

{{all_participant_clients}}

The email addresses of all the clients who have participated in the ticket, including the ticket's contact. This list includes those clients who have replied to the forwarded ticket.

{{assigned_staff}}

The email address of the assignee of the ticket.

{{client}}

The email address of the contact who raised the ticket.

SR Email Subject:

Merge Field Name

What it Represents?

{{category_name}}

The Category of the corresponding Ticket

{{client_email}}

The email id of the corresponding contact who raised the ticket.

{{client_groups}}

The contact groups, the contact who raised the ticket  is part of

{{client_name}}

The name of the contact who raised the ticket.

{{client_phone}}

The phone number of the contact who raised the ticket

{{client_ticket_url}}

The ticket URL permalink that is accessible to contacts.

{{http_url}}

Your helpdesk URL permalink.

{{last_client_reply}}

The contents of the last reply made by the ticket’s clients at that point in time. Note: This reply may/may not originate from the ticket’s contact. For example, the third party replies to a forwarded ticket are considered for this merge field.

{{last_actual_client_reply}}

The contents of the last reply made by the ticket’s contact at that point in time.

{{last_staff_reply}}

The contents of the last reply made by an agent at that point in time for the corresponding ticket.

{{priority}}

The priority value of the ticket.

{{staff_name}}

The assignee of the ticket

{{status}}

The status value of the ticket

{{subject}}

The subject content of the ticket.

{{ticket_created_at}}

The ticket created timestamp.

{{ticket_id}}

The id of the corresponding ticket. [The number that succeeds /tickets/ in the URL of the corresponding ticket details page.]

{{ticket_url}}

The ticket URL permalink that is accessible to agents.

{{ticket_number}}

The display id of the corresponding ticket.

SR Email Content:

Merge Field Name

What it Represents?

{{all_replies}]

The content of all the replies made to the corresponding ticket.

{{category_name}}

The Category of the corresponding Ticket

{{category_signature}}

The Signature of the Category under which the ticket is associated.

{{client_email}}

The email id of the corresponding contact who raised the ticket.

{{client_groups}}

The contact groups, the contact who raised the ticket is part of.

{{client_name}}

The name of the contact who raised the ticket.

{{client_phone}}

The phone number of the contact who raised the ticket

{{clinet_ticket_url}}

The ticket URL permalink that is accessible to contacts.

{{http_url}}

Your helpdesk URL permalink.

{{last_client_reply}}

The contents of the last reply made by the ticket’s client at that point in time. Note: This replay may/may not originate from the ticket’s contact. For example, the third party replies to a forwarded ticket are considered for this merge field.

{{last_actual_client_reply}}

The contents of the last reply made by the ticket’s contact at that point in time.

{{last_staff_reply}}

The contents of the last reply made by the agent at that point in time of the corresponding ticket.

{{message}}

The message of the corresponding ticket.

{{priority}}

The priority value of the ticket.

{{staff_name}}

The Assignee of the ticket.

{{staff_username}}

The username of the ticket’s assignee

{{status}}

The Status value of the ticket.

{{subject}}

The Subject content of the ticket.

{{ticket_created_at}}

The ticket created timestamp.

{{ticket_id}]

The Ticket id of the corresponding ticket. .[The number that succeeds /tickets/ in the URL of the corresponding ticket details page].

{{ticket_number}}

The display id of the corresponding ticket.

{{ticket_url}}

The ticket URL permalink that is accessible to agents.

Service Level Agreements (SLA):

👀 Merge Fields can be inserted for SLA breach notifications. In the notification editor, there are three places where you can insert merge fields:

  1. Email Recipients
  2. Email Subject
  3. Email Content

SLA Email Recipients:

Merge Field Name

What it Represents?

{{all_category_staff}}

The email addresses of all the agents under the category the ticket is associated with.

{{all_staff_subscribers}}

The email address of the agents who have subscribed to the corresponding ticket.

{{all_participant_clients}}

The email addresses of all the clients who have participated in the ticket. This list includes those clients who have replied to a forwarded ticket.

{{assigned_staff}}

The email address of the assignee of the ticket.

{{client}}

The email address of the contact who raised the ticket.

SLA Email Subject

Merge Field Name

What it Represents?

{{breach_time}}

Timestamp at which the SLA had breached the corresponding ticket.

{{category_name}}

The Category of the corresponding Ticket

{{client_email}}

The email id of the corresponding contact who raised the ticket.

{{client_groups}}

The contact groups, the contact who raised the ticket  is part of

{{client_name}}

The name of the contact who raised the ticket.

{{client_phone}}

The phone number of the contact who raised the ticket

{{clinet_ticket_url}}

The ticket URL permalink that is accessible to contacts.

{{http_url}}

Your helpdesk URL permalink.

{{last_client_reply}}

The contents of the last reply made by the ticket’s client at that point in time. Note: This replay may/may not originate from the ticket’s contact. For example, the third party replies to a forwarded ticket are considered for this merge field.

{{last_actual_client_reply}}

The contents of the last reply made by the ticket’s contact at that point in time of the corresponding ticket.

{{last_staff_reply}}

The contents of the last reply made by the agent at that point in time of the corresponding ticket.

{{no_of_breaches_of_current_sla}}

The number of times the current SLA had breached for the corresponding ticket.

{{priority}]

The priority value of the ticket

{sla_name}}

The name of the SLA that had breached for the corresponding ticket.

{{staff_name}}

The Assignee of the ticket.

{{staff_username}}

The username of the ticket’s assignee

{{status}}

The Status value of the ticket.

{{subject}}

The Subject content of the ticket.

{{ticket_created_at}}

The ticket created timestamp.

{{ticket_id}]

The ticket id of the corresponding ticket.

{{ticket_number}}

The display id of the corresponding ticket..

{{ticket_url}}

The ticket URL permalink that is accessible to agents.

SLA Email Content:

Merge Field Name

What it Represents?

{{all_replies}}

The content of all the replies made to the corresponding ticket.

{{breach_time}}

Timestamp at which the corresponding SLA had breached the ticket.

{{all_replies}]

The content of all the replies made to the corresponding ticket.

{{category_name}}

The Category of the corresponding Ticket

{{category_signature}}

The Signature of the Category under which the ticket is associated.

{{client_email}}

The email id of the corresponding contact who raised the ticket.

{{client_groups}}

The contact groups, the contact who raised the ticket is part of.

{{client_name}}

The name of the contact who raised the ticket.

{{client_phone}}

The phone number of the contact who raised the ticket

{{clinet_ticket_url}}

The ticket URL permalink that is accessible to contacts.

{{http_url}}

Your helpdesk URL permalink.

{{last_actual_client_reply}}

The contents of the last reply made by the ticket’s contact at that point in time of the corresponding ticket.

{{last_client_reply}}

The contents of the last reply made by the ticket’s client at that point in time. Note: This replay may/may not originate from the ticket’s contact. For example, the third party replies to a forwarded ticket are considered for this merge field.

{{last_staff_reply}}

The contents of the last reply made by the agent at that point in time of the corresponding ticket.

{{message}}

The message of the corresponding ticket.

{{no_of_breaches_of_current_sla}}

The number of times the current SLA had breached for the corresponding ticket.

{{priority}}

The Priority value of the ticket.

{{sla_name}}

The name of the SLA that had breached for the corresponding ticket.

{{staff_name}}

The Assignee of the ticket.

{{staff_username}}

The username of the ticket’s assignee

{{status}}

The Status value of the ticket.

{{subject}}

The Subject content of the ticket.

{{ticket_created_at}}

The ticket created timestamp.

{{ticket_id}]

The ticket id of the corresponding ticket.

{{ticket_number}}

The display id of the corresponding ticket.

{{ticket_url}}

The ticket URL permalink that is accessible to agents.

Satisfaction Surveys:

👀 Merge Fields can be configured for Satisfaction Surveys notifications. 

Merge Field Name:

What it Represents?

{{category_name}}

The Category, the corresponding ticket is associated under.

{{category_signature]}

The signature of the corresponding category that the ticket is associated.

{{ticket_id}}

The ticket id of the corresponding ticket.

{{client_name}}

The name of the contact who raised the ticket.

{{client_email}}

The email id of the corresponding contact who raised the ticket.

{{http_url}}

Your helpdesk URL permalink.

{{message}}

The message content of the corresponding ticket.

{{staff_signature}}

The signature of the agent who initiated/responsible for the survey.

{{last_client_reply}}

The contents of the last reply made by the contact at that point in time of the corresponding ticket.

{{client_ticket_url}}

The ticket URL permalink that is accessible to contacts

{{staff_username}}

The username of the corresponding agent.

{{ticket_number}}

The display id of the corresponding ticket. .[The number that succeeds /tickets/ in the URL of your ticket details page]

{{client_update_url}}

The ticket update (through which the survey was sent) permalink that is accessible to the contacts.

{{time_spent}}

The time spent value on the corresponding ticket update (through which the survey was sent).

{{staff_name}}

The name of the agent under who initiated/responsible for the survey.

{{subject}}

The corresponding ticket’s subject.

{{priority}}

The corresponding ticket’s priority

{{rating_choices}}

The rating choices, clicking which would contribute to the satisfaction survey.

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