{"id":22084,"date":"2023-08-31T06:36:45","date_gmt":"2023-08-31T06:36:45","guid":{"rendered":"https:\/\/help.kanidesk.com\/en\/docs\/admin-guide\/configuring-canned-responses\/understanding-placeholders-in-desk365\/"},"modified":"2026-03-17T17:45:42","modified_gmt":"2026-03-17T17:45:42","slug":"understanding-placeholders-in-desk365","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/understanding-placeholders-in-desk365\/","title":{"rendered":"Understanding placeholders in Desk365"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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In the fast-paced world of customer service, delivering relevant and personalized information is crucial to meet the diverse needs of users. This is where dynamic content and placeholders come into play.<\/p>

Placeholders are a useful feature that allows you to customize your responses and save even more time. Understanding placeholders empowers support agents to deliver tailored responses, ensuring customers feel heard and valued.<\/p>

In this help center article, we’ll delve into the process of creating and implementing placeholders in Desk365<\/a><\/span>.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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What are placeholders? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Placeholders, also known as variables or dynamic fields, are snippets of text that can be customized to display specific information when used in communication templates. They allow support agents to personalize responses, making them more relevant and empathetic.\u00a0<\/p>

When you use a placeholder, Desk365 will automatically replace it with the corresponding value when you send the response.<\/p>

For example, you can use the placeholder {{customer_name}} to insert the customer’s name into your response. You can even use multiple placeholders in a single response.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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How placeholders work? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Imagine an agent who has just received a support ticket. By using placeholders, you can smoothly incorporate context-specific information like the customer’s name, the agent’s name, ticket URLs, and additional details into your notification and response templates.<\/p>

As the ticket undergoes processing, these placeholders get dynamically substituted with real data, resulting in responses that are not only efficient but also highly relevant.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Custom fields in placeholders: An added advantage <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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With Desk365, adding placeholders to your canned responses<\/a> and notifications<\/a> are even more flexible. You now have the ability to incorporate your preferred custom ticket fields as placeholders within the canned response or notification intended for your end users as well as the agents.<\/p>

For instance, let’s say you’ve included a ‘location’ ticket field and wish to present the end user’s location to your agent in the notification they receive.<\/p>

In this scenario, you can effortlessly insert the ‘location’ placeholder into your Agent Notifications template. This placeholder dynamically populates with the relevant information from the ticket.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Full JSON for nested dropdown fields<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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JSON support for <\/span>placeholders,<\/span> enable<\/span> you to insert structured data from\u00a0nested dropdowns<\/span> into agent and contact notifications, and automations.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Unlike regular placeholders that only display the final selected value, JSON placeholders return the entire hierarchy. For example, an IT team can include full device details in an approval email, so managers see the category \u2192 brand \u2192 model before approving a request. Instead of just showing \u201cLatitude 5520\u201d, JSON will return Laptop \u2192 Dell \u2192 Latitude 5520.<\/span>\u00a0<\/span><\/p>

This provides:<\/span>\u00a0<\/span><\/p>