Articles

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 article-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.

Article Variables
name variable example
Article > Updated by > Web #{article.updated_by.web} https://zammad.com or empty if not set in user object
Article > Updated by > VIP #{article.updated_by.vip} true or false
Article > Updated by > Phone #{article.updated_by.phone} +4930123456789 or empty if not set in user object
Article > Updated by > Note #{article.updated_by.note} Some note about user or empty if not set in user object
Article > Updated by > Mobile #{article.updated_by.mobile} +4930123456789 or empty if not set in user object
Article > Updated by > Login #{article.updated_by.login} jdoe
Article > Updated by > Lastname #{article.updated_by.lastname} Doe or empty if not set
Article > Updated by > Firstname #{article.updated_by.firstname} Joe or empty if not set
Article > Updated by > Fax #{article.updated_by.fax} +4930123456789 or empty if not set in user object
Article > Updated by > Email #{article.updated_by.email} jdoe@example.com
Article > Updated by > Department #{article.updated_by.department} Sales or empty if not set in user object
Article > Updated by > Address #{article.updated_by.address} Some street 1, 12345 Berlin or empty if not set in user object
Article > Updated #{article.updated_at} 2019-10-08 15:24:47 UTC
Article > Type > Name #{article.type.name} email (list of article types)
Article > To #{article.to} helpdesk@example.com
Article > TicketID #{article.ticket_id} 1 (not ticket number)
Article > Subject #{article.subject} My amazing subject
Article > Sender > Name #{article.sender.name} Customer, Agent or System
Article > Visibility #{article.internal} false or true (false if not internal)
Article > From #{article.from} Joe Doe <jdoe@example.com> may differ, depends on FROM of send mail
Article > Created by > Web #{article.created_by.web} https://zammad.com or empty if not set in user object
Article > Created by > VIP #{article.created_by.vip} true or false
Article > Created by > Phone #{article.created_by.phone} +4930123456789 or empty if not set in user object
Article > Created by > Note #{article.created_by.note} Some note about user or empty if not set in user object
Article > Created by > Mobile #{article.created_by.mobile} +4930123456789 or empty if not set in user object
Article > Created by > Login #{article.created_by.login} jdoe
Article > Created by > Lastname #{article.created_by.lastname} Doe or empty if not set
Article > Created by > Firstname #{article.created_by.firstname} Joe or empty if not set
Article > Created by > Fax #{article.created_by.fax} +4930123456789 or empty if not set in user object
Article > Created by > Email #{article.created_by.email} jdoe@example.com
Article > Created by > Department #{article.created_by.department} Sales or empty if not set in user object
Article > Created by > Address #{article.created_by.address} Some street 1, 12345 Berlin or empty if not set in user object
Article > Created #{article.created_at} 2019-10-08 15:24:47 UTC
Article > Cc #{article.cc} jdoe@example.com, company@example.com
Article > Text #{article.body} Test without formatting (plain)
Article Text as HTML (not referenced) #{article.body_as_html} Test with formatting
Ticket > Article# #{ticket.article_count} 1 number of ticket articles