Ticket

Note

If you’re missing variables or are not sure if something is not working as expected, feel free to ask over at the Community.

Below you can find all available ticket-based variables within Zammad. These can be called via Triggers for example. If you’re unsure if Zammad does support variables at the point you’re at, you can try to type :: to check.

The below list gives you an example what kind of data you can expect, it’s not intended to explain the data itself.

Ticket Variables

name

variable

example

Ticket > Updated by > Web

#{ticket.updated_by.web}

https://zammad.org or empty if not set

Ticket > Updated by > VIP

#{ticket.updated_by.vip}

false or true

Ticket > Updated by > Phone

#{ticket.updated_by.phone}

004930123456789 or empty if not set

Ticket > Updated by > Note

#{ticket.updated_by.note}

Some note to this user or empty if not set

Ticket > Updated by > Mobile

#{ticket.updated_by.mobile}

0049176123456789 or empty if not set

Ticket > Updated by > Login

#{ticket.updated_by.login}

jdoe

Ticket > Updated by > Lastname

#{ticket.updated_by.lastname}

Doe or empty if not set

Ticket > Updated by > Firstname

#{ticket.updated_by.firstname}

John or empty if not set

Ticket > Updated by > Fax

#{ticket.updated_by.fax}

004930123464789 or empty if not set

Ticket > Updated by > Email

#{ticket.updated_by.email}

jdoe@customer.tld

Ticket > Updated by > Department

#{ticket.updated_by.department}

Sales or empty if not set

Ticket > Updated by > Avatar

#{ticket.updated_by.avatar(60,60)}

avatar picture with width and height in pixel (e.g. 60,60)

Ticket > Updated by > Address

#{ticket.updated_by.address}

Some street 1, 12345 Berlin or empty if not set

Ticket > Updated at

#{ticket.updated_at}

2019-10-07 16:25:00 UTC

Ticket > Title

#{ticket.title}

My amazing Subject (normally subject, can be edited within Interface and thus differ)

Ticket > Accounted Time

#{ticket.time_unit}

1, 2.75 or empty response

Ticket > Tags

#{ticket.tags}

Currently not available, see Issue 2769

Ticket > State > Name

#{ticket.state.name}

new, open, …

Ticket > Priority > Name

#{ticket.priority.name}

2 normal

Ticket > Pending till

#{ticket.pending_time}

2019-10-07 16:25:00 UTC or empty if not set

Ticket > Owner > Web

#{ticket.owner.web}

https://zammad.com or empty if not set

Ticket > Owner > VIP

#{ticket.owner.vip}

false or true

Ticket > Owner > Phone

#{ticket.owner.phone}

004930123456789 or empty if not set

Ticket > Owner > Note

#{ticket.owner.note}

Some note to this user or empty if not set

Ticket > Owner > Mobile

#{ticket.owner.mobile}

0049176123456789 or empty if not set

Ticket > Owner > Login

#{ticket.owner.login}

agent

Ticket > Owner > Lastname

#{ticket.owner.lastname}

Mustermann or empty if not set

Ticket > Owner > Firstname

#{ticket.owner.firstname}

Max or empty if not set

Ticket > Owner > Fax

#{ticket.owner.fax}

004930123456789 or empty if not set

Ticket > Owner > Email

#{ticket.owner.email}

agent@company.tld or empty if not set

Ticket > Owner > Department

#{ticket.owner.department}

Support or empty if not set

Ticket > Owner > Avatar

#{ticket.owner.avatar(60,60)}

avatar picture with width and height in pixel (e.g. 60,60)

Ticket > Owner > Address

#{ticket.owner.address}

Some street 1, 12345 Berlin or empty if not set

Ticket > Organization > Shared organization

#{ticket.organization.shared}

false or true

Ticket > Organization > Note

#{ticket.organization.note}

A note to the organization of the user or empty if not set

Ticket > Organization > Name

#{ticket.organization.name}

Zammad GmbH or empty if not set

Ticket > Organization > Domain based assignment

#{ticket.organization.domain_assignment}

false or true

Ticket > Organization > Domain

#{ticket.organization.domain}

domain.tld or empty if not set

Ticket > Organization > VIP

#{ticket.organization.vip}

false or true

Ticket > Number

#{ticket.number}

31001, 201910731001, …

Ticket > ID

#{ticket.id}

17, 5281, …

Ticket > Last contact (customer)

#{ticket.last_contact_customer_at}

2019-10-07 16:25:00 UTC or empty if not applicable yet (Please note Ticket last contact behavior Settings for this)

Ticket > Last contact

#{ticket.last_contact_at}

2019-10-07 16:25:00 UTC

Ticket > Last contact (agent)

#{ticket.last_contact_agent_at}

2019-10-07 16:25:00 UTC or empty if not applicable yet

Ticket > Group > Note

#{ticket.group.note}

Note about this group

Ticket > Group > Name

#{ticket.group.name}

Sales

Ticket > Group > Follow-up possible

#{ticket.group.follow_up_possible}

no or yes

Ticket > Group > Assign Follow-Ups

#{ticket.group.follow_up_assignment}

false or true

Ticket > Group > Assignment Timeout

#{ticket.group.assignment_timeout}

20 or empty if not configured

Ticket > First response

#{ticket.first_response_at}

2019-10-07 16:25:00 UTC or empty if not applicable yet

Ticket > Escalation at

#{ticket.escalation_at}

2019-10-07 16:25:00 UTC or empty if not applicable

Ticket > Customer > Web

#{ticket.customer.web}

https://zammad.org or empty if not set

Ticket > Customer > VIP

#{ticket.customer.vip}

false or true

Ticket > Customer > Phone

#{ticket.customer.phone}

004930123456789 or empty if not set

Ticket > Customer > Note

#{ticket.customer.note}

Some note to this user or empty if not set

Ticket > Customer > Mobile

#{ticket.customer.mobile}

0049176123456789 or empty if not set

Ticket > Customer > Login

#{ticket.customer.login}

jdoe

Ticket > Customer > Lastname

#{ticket.customer.lastname}

Doe or empty if not set

Ticket > Customer > Firstname

#{ticket.customer.firstname}

Joe or empty if not set

Ticket > Customer > Fax

#{ticket.customer.fax}

004930123456789 or empty if not set

Ticket > Customer > Email

#{ticket.customer.email}

jdoe@customer.tld

Ticket > Customer > Department

#{ticket.customer.department}

Sales or empty if not set

Ticket > Customer > Avatar

#{ticket.customer.avatar(60,60)}

avatar picture with width and height in pixel (e.g. 60,60)

Ticket > Customer > Address

#{ticket.customer.address}

Some street 1, 12345 Berlin or empty if not set

Ticket > Created by > Web

#{ticket.created_by.web}

https://zammad.org or empty if not set

Ticket > Created by > VIP

#{ticket.created_by.vip}

false or true

Ticket > Created by > Phone

#{ticket.created_by.phone}

004930123456789 or empty if not set

Ticket > Created by > Note

#{ticket.created_by.note}

Some note to this user or empty if not set

Ticket > Created by > Mobile

#{ticket.created_by.mobile}

0049176123456789 or empty if not set

Ticket > Created by > Login

#{ticket.created_by.login}

jdoe

Ticket > Created by > Lastname

#{ticket.created_by.lastname}

Doe or empty if not set

Ticket > Created by > Firstname

#{ticket.created_by.firstname}

Joe or empty if not set

Ticket > Created by > Fax

#{ticket.created_by.fax}

004930123456789 or empty if not set

Ticket > Created by > Email

#{ticket.created_by.email}

jdoe@customer.tld

Ticket > Created by > Department

#{ticket.created_by.department}

Sales or empty if not set

Ticket > Created by > Avatar

#{ticket.created_by.avatar(60,60)}

avatar picture with width and height in pixel (e.g. 60,60)

Ticket > Created by > Address

#{ticket.created_by.address}

Some street 1, 12345 Berlin or empty if not set

Ticket > Created at

#{ticket.created_at}

2019-10-07 16:25:00 UTC

Ticket > Closing time

#{ticket.close_at}

2019-10-07 17:25:00 UTC

Ticket > Article#

#{ticket.article_count}

3, any number of articles existing in the ticket right now