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 <https://community.zammad.org>`_.

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.


.. csv-table:: Ticket Variables
   :header: "name", "variable", "example"
   :widths: 20, 10, 20

   "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 <https://github.com/zammad/zammad/issues/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 <https://admin-docs.zammad.org/en/latest/settings-ticket.html>`_ 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"