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.
| 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 > 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 > 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 > # | #{ticket.number} |
31001, 201910731001, … |
| 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 behaviour 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 > 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 > 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 |