{"id":23707,"date":"2023-09-08T05:36:19","date_gmt":"2023-09-08T05:36:19","guid":{"rendered":"https:\/\/help.desk365.io\/en\/docs\/automations\/configuring-workflow-rules\/using-replied-content-placeholders-in-automation-rules\/"},"modified":"2026-03-17T20:48:43","modified_gmt":"2026-03-17T20:48:43","slug":"using-replied-content-placeholders-in-automation-rules","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/using-replied-content-placeholders-in-automation-rules\/","title":{"rendered":"Using replied content placeholders in automation rules"},"content":{"rendered":"\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t
\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
\n\t\t\t\t
\n\t\t\t\t\t\t\t

The Replied Content placeholder is a valuable addition to Desk365’s automation rules.<\/p>

In this help center article, we will delve into the scenarios where these placeholders can be useful, ensuring that crucial customer updates are never missed during ticket updates.<\/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

\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t

Using replied content placeholders during ticket updates<\/h2>\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
\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"using-replied-content-placeholders-during-ticket-updates_-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

Let’s say a customer has submitted a ticket with an urgent priority, but no one has been assigned to it yet. If the customer responds to the ticket with an important update, such as additional information or a request for action, it’s crucial that this update doesn’t get missed accidentally.<\/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

\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"ticket\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

However, if no one is monitoring the ticket, it’s possible that the update will go unnoticed until someone is assigned to the ticket.<\/p>

To avoid this situation, you can create an automation rule that sends an email update to the entire IT support team whenever a customer responds to a high-priority ticket that has no assignee.<\/p>

Click on the ‘Insert placeholders’ button.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"send-email-to-your-it-support-team\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

This will open up a list of placeholders that you can utilize. You can choose the ‘Replied Content’ placeholder from the ‘Ticket placeholders’ tab.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"replied-content-placeholder-in-automation-rule-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

The content of the customer’s update will be included in the email using the {{ticket.repliedContent}} placeholder. This way, even if the ticket hasn’t been assigned yet, someone will be aware of the update and can take necessary action.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"send-email-to-it-support-team-with-replied-content-placeholder\"\t\t\t\t\t\t\t\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
\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

Similarly, if you’re using Desk365<\/a> to provide Level 1 and Level 2 support, but you’re also using a different third-party solution for providing Level 3 support, you can use Desk365’s trigger webhook option to integrate with it and pull Level 3 tickets directly into the third-party solution.<\/p>

To include the customer’s update in the ticket and provide comprehensive details, create an automation rule. Insert the {{ticket.repliedContent}} placeholder in the ticket creation webhook. This way, Level 3 tickets will encompass customer update content from Desk365. This enhances support efficiency and saves time by eliminating the need to switch between tools.<\/p>

You can also use the Replied Content placeholder to escalate urgent tickets to higher levels of support<\/a>.<\/p>

When Level 1 agents spot Level 2 or Level 3 situations, they can apply the ‘Replied Content’ placeholder in the ticket update webhook. This guarantees that Level 2 or Level 3 teams obtain all necessary data for swift and effective resolution.<\/p>

By using this feature, you can improve the quality of your support and provide a better experience for your customers.<\/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<\/div>\n\t\t","protected":false},"author":8,"featured_media":0,"parent":18821,"menu_order":9,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-23707","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/23707","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=23707"}],"version-history":[{"count":36,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/23707\/revisions"}],"predecessor-version":[{"id":36098,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/23707\/revisions\/36098"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18821"}],"next":[{"title":"Automation rule: Ticket requester in send email","link":"https:\/\/help.desk365.io\/en\/articles\/ticket-requester-in-send-email\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20728"}],"prev":[{"title":"Auto assign to agent who responds to ticket using ticket updates","link":"https:\/\/help.desk365.io\/en\/articles\/auto-assign-to-agent-who-responds-to-ticket-during-ticket-updation\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18827"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=23707"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=23707"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}