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 > Cc

#{article.cc}

jdoe@example.com, company@example.com

Article > Created by > Address

#{article.created_by.address}

Some street 1, 12345 Berlin or empty if not set in user object

Article > Created by > Department

#{article.created_by.department}

Sales or empty if not set in user object

Article > Created by > Email

#{article.created_by.email}

jdoe@example.com

Article > Created by > Fax

#{article.created_by.fax}

+4930123456789 or empty if not set in user object

Article > Created by > Firstname

#{article.created_by.firstname}

Joe or empty if not set

Article > Created by > Lastname

#{article.created_by.lastname}

Doe or empty if not set

Article > Created by > Login

#{article.created_by.login}

jdoe

Article > Created by > Mobile

#{article.created_by.mobile}

+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 > Phone

#{article.created_by.phone}

+4930123456789 or empty if not set in user object

Article > Created by > VIP

#{article.created_by.vip}

true or false

Article > Created by > Web

#{article.created_by.web}

https://zammad.com or empty if not set in user object

Article > Created

#{article.created_at}

2019-10-08 15:24:47 UTC

Article > From

#{article.from}

Joe Doe <jdoe@example.com> may differ, depends on FROM of send mail

Article > Sender > Name

#{article.sender.name}

Customer, Agent or System

Article > Subject

#{article.subject}

My amazing subject

Article > Text

#{article.body}

Test without formatting (plain)

Article > TicketID

#{article.ticket_id}

1 (not ticket number)

Article > To

#{article.to}

helpdesk@example.com

Article > Type > Name

#{article.type.name}

email (list of article types)

Article > Updated by > Address

#{article.updated_by.address}

Some street 1, 12345 Berlin or empty if not set in user object

Article > Updated by > Department

#{article.updated_by.department}

Sales or empty if not set in user object

Article > Updated by > Email

#{article.updated_by.email}

jdoe@example.com

Article > Updated by > Fax

#{article.updated_by.fax}

+4930123456789 or empty if not set in user object

Article > Updated by > Firstname

#{article.updated_by.firstname}

Joe or empty if not set

Article > Updated by > Lastname

#{article.updated_by.lastname}

Doe or empty if not set

Article > Updated by > Login

#{article.updated_by.login}

jdoe

Article > Updated by > Mobile

#{article.updated_by.mobile}

+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 > Phone

#{article.updated_by.phone}

+4930123456789 or empty if not set in user object

Article > Updated by > VIP

#{article.updated_by.vip}

true or false

Article > Updated by > Web

#{article.updated_by.web}

https://zammad.com or empty if not set in user object

Article > Updated

#{article.updated_at}

2019-10-08 15:24:47 UTC

Article > Visibility

#{article.internal}

false or true (false if not internal)

Article Text as HTML (not referenced)

#{article.body_as_html}

Test with formatting

Ticket > Article#

#{ticket.article_count}

1 number of ticket articles