Kayako has a wide variety of placeholders available so you can customize your email templates, macros, and notifications for a more authentic and meaningful support experience. When each interaction feels tailored to their needs, even your most passive users can turn into loyal advocates for your organization.
You can use placeholders to reference users, organizations, custom fields, conversation replies, private notes, and more. If you need instructions or ideas on how to use placeholders for your own support team, have a look at our best practices article.
In this article we've put together a reference table that lists and categorizes all of Kayako's placeholders, to help you find the right placeholder for the right situation.
Conversation placeholders
The table below lists all of the placeholders that reference conversation information. You can use this when communicating details about a conversation to your agents and customers.
NOTE: Hover over the placeholder name for a description of what it does.
|
NAME
|
PLACEHOLDER
|
| CASES |
|
| Case ID The conversation ID number |
{{case.id}} |
| Subject The conversation's subject |
{{case.subject}} |
| Priority The conversation's current priority |
{{case.priority}} |
| Type The conversation type |
{{case.type}} |
| Status The conversation's current status |
{{case.status}} |
| State Identifies if the conversation is ACTIVE or TRASH |
{{case.state}} |
| Tags A comma-separated list of the conversation's tags |
{{case.tags}} |
| Case source channel Identifies which channel the conversation was created from |
{{case.source_channel}} |
| Assigned team The team assigned to the conversation |
{{case.team}} |
| Case form The form used to submit the conversation |
{{case.form}} |
| Brand name The brand the conversation originated from |
{{case.brand.name}} |
| Case agent URL The agent-facing conversation URL |
{{case.agent_url}} |
| Case Help Center URL The Help Center-facing conversation URL |
{{case.helpcenter_url}} |
| Custom fields Use this format to reference custom conversation fields you’ve created |
{{case.custom_fields.keyname.title}} : {{case.custom_fields.keyname.value}} |
| SATISFACTION RATINGS | |
| Satisfaction rating The satisfaction rating received for the conversation | {{case.satisfaction_rating}} |
| Satisfaction status Identifies if a satisfaction survey was sent for the conversation | {{case.satisfaction_status}} |
| Positive satisfaction rating URL A URL to leave a positive satisfaction rating for a given conversation | {{case.satisfaction_positive_rating_url}} |
| Negative satisfaction rating URL A URL to leave a negative satisfaction rating for a given conversation | {{case.satisfaction_negative_rating_url}} |
| Rating comment References the satisfaction rating comment | {{case.satisfaction_rating_comment}} |
Posts placeholders
Posts refer to conversation replies or private notes. You can use these placeholders to reference posts added to a conversation.
NOTE: Some of these placeholders can only be used when enclosed in a {% for %} loop. Learn more in our article about how to use for-loop placeholders.
|
NAME
|
PLACEHOLDER
|
| ALL CASE POSTS |
|
{% for post in case.posts %} |
|
| Post created at Post creation timestamp |
{{post.created_at}} |
| Post source channel Identifies which channel the post was created from | {{post.source_channel}} |
| Post creator name The post creator's name | {{post.creator.name}} |
| Post content in text Displays the post content in plain text | {{post.contents_text}} |
| Post content in HTML Displays the post content in HTML | {{post.contents_html}} |
{% endfor %} |
|
| PUBLIC POSTS FOR CASE | |
{% for post in case.public_posts %} |
|
| Post created at The public post creation timestamp | {{post.created_at}} |
| Post source channel Identifies which channel the public post was created from | {{post.source_channel}} |
| Post creator name The public post creator's name | {{post.creator.name}} |
| Post content in text Displays the public post content in plain text | {{post.contents_text}} |
| Post content in HTML Displays the public post content in HTML | {{post.contents_html}} |
{% endfor %} |
|
| LATEST CASE POST | |
| Post created at The latest case post timestamp | {{case.latest_post.created_at}} |
| Post source channel Identifies which channel the latest case post created from | {{case.latest_post.source_channel}} |
| Post creator identity This fetches the latest post creator's email address | {{case.latest_post.creator_identity}} |
| Post creator name The latest case post creator's name | {{case.latest_post.creator.name}} |
| Post content in text Displays the latest case post in plain text | {{case.latest_post.contents_text}} |
| Post content in HTML Displays the latest case post in HTML | {{case.latest_post.contents_html}} |
| LATEST PUBLIC POST | |
| Post created at The latest public post timestamp | {{case.latest_public_post.created_at}} |
| Post source channel Identifies which channel the latest public post was created from | {{case.latest_public_post.source_channel}} |
| Post creator identity This fetches the latest public post creator's email address | {{case.latest_public_post.creator_identity}} |
| Post creator name Identifies the latest public post creator's name | {{case.latest_public_post.creator.name}} |
| Post content in text Displays the latest public post in plain text | {{case.latest_public_post.contents_text}} |
| Post content in HTML Displays the latest case post in HTML | {{case.latest_public_post.contents_html}} |
| LATEST PRIVATE POST | |
| Post created at The latest private post timestamp | {{case.latest_private_post.created_at}} |
| Post source channel Identifies which channel the latest private post was created from | {{case.latest_private_post.source_channel}} |
| Post creator identity This fetches the latest private post creator's email address | {{case.latest_private_post.creator_identity}} |
| Post creator name The latest private post creator's name | {{case.latest_private_post.creator.name}} |
| Post content in text Displays the latest private post in plain text | {{case.latest_private_post.contents_text}} |
| Post content in HTML Displays the latest private post in HTML | {{case.latest_private_post.contents_html}} |
| FORMATTED HISTORY | |
| Case formatted message history All posts (6 latest posts, at max) formatted and prettily laid out for use | {{case.formatted_message_history}} |
| Case formatted public posts A conversation's public posts formatted and prettily laid out for use | {{case.formatted_public_posts}} |
| Case formatted latest post The latest post formatted and prettily laid out for use | {{case.formatted_latest_post}} |
| Case formatted latest public post The latest public post formatted and prettily laid out for use | {{case.formatted_latest_public_post}} |
User placeholders
There are four types of user placeholders available on Kayako: requester, assignee, creator, and last replier. This table lists all of the available placeholders for each user type.
|
NAME
|
PLACEHOLDER
|
| REQUESTER |
|
| Requester ID The requester's ID number | {{case.requester.id}} |
| Requester first name The requester's first name | {{case.requester.first_name}} |
| Requester last name The requester's last name | {{case.requester.last_name}} |
| Requester full name The requester's first and last name | {{case.requester.name}} |
| Requester role The requester's user role | {{case.requester.role}} |
| Requester tags A comma-separated list of the requester's tags | {{case.requester.tags}} |
| Requester signature The requester's signature. Only requesters with the agent user role can have signatures | {{case.requester.signature}} |
| Requester locale The requester's selected language | {{case.requester.locale}} |
| Requester Facebook The requester's primary Facebook account | {{case.requester.facebook}} |
| Requester Twitter The requester's primary Twitter account. | {{case.requester.twitter}} |
| Requester email The requester's primary email address | {{case.requester.email}} |
| Requester phone The requester's primary phone number | {{case.requester.phone}} |
| Requester org ID The requester's organization ID number | {{case.requester.organization.id}} |
| Requester org name The name of the requester's organization | {{case.requester.organization.name}} |
| Requester org tags A comma-separated list of the requester's organization tags | {{case.requester.organization.tags}} |
| Requester custom field Use this format to reference requester custom fields | {{case.requester.custom_fields.[keyname].title}} : {{case.requester.custom_fields.[keyname].value}} |
| Requester custom organization field Use this format to reference requester custom organization fields | {{case.requester.organization.custom_fields.[keyname].title}} : {{case.requester.organization.custom_fields.[keyname].value}} |
| ASSIGNEE |
|
| Assignee ID The assignee's user ID number | {{case.assignee.id}} |
| Assignee first name The assignee's first name | {{case.assignee.first_name}} |
| Assignee last name The assignee's last name | {{case.assignee.last_name}} |
| Assignee full name The assignee's first and last name | {{case.assignee.name}} |
| Assignee role The assignee's user role | {{case.assignee.role}} |
| Assignee tags A comma-separated list of the assignee's tags | {{case.assignee.tags}} |
| Assignee signature The assignee's signature. Only assignees with the agent user role can have signatures | {{case.assignee.signature}} |
| Assignee locale The assignee's selected language | {{case.assignee.locale}} |
| Assignee Facebook The assignee's primary Facebook account | {{case.assignee.facebook}} |
| Assignee Twitter The assignee's primary Twitter account | {{case.assignee.twitter}} |
| Assignee email The assignee's primary email address | {{case.assignee.email}} |
| Assignee phone The assignee's primary phone number | {{case.assignee.phone}} |
| Assignee custom field Use this format to reference assignee custom fields | {{case.assignee.custom_fields.[keyname].title}} : {{case.assignee.custom_fields.[keyname].value}} |
| Assignee org ID The assignee's organization ID number | {{case.assignee.organization.id}} |
| Assignee org name The name of the assignee's organization | {{case.assignee.organization.name}} |
| Assignee org tags A comma-separated list of the assignee's organization tags | {{case.assignee.organization.tags}} |
| Assignee org notes Lists the assignee's organization notes | |
{% for note in case.assignee.organization.notes %} |
|
| Note created at The note creation timestamp |
{{note.created_at}} |
| Note creator identity The note creator's email address |
{{note.creator_identity}} |
| Note creator name The note creator's name |
{{note.creator.name}} |
| Note content in text The note's content in plain text |
{{note.contents_text}} |
{% endfor %} |
|
| Assignee org custom field Use this format to reference assignee custom organization fields |
{{case.assignee.organization.custom_fields.[keyname].title}} : {{case.assignee.organization.custom_fields.[keyname].value}} |
| CREATOR |
|
| Creator ID The creator's user ID number | {{case.creator.id}} |
| Creator first name The creator's first name | {{case.creator.first_name}} |
| Creator last name The creator's last name | {{case.creator.last_name}} |
| Creator full name The creator's first and last name | {{case.creator.name}} |
| Creator role The creator's user role | {{case.creator.role}} |
| Creator tags A comma-separated list of the creator's tags | {{case.creator.tags}} |
| Creator signature The creator's signature. Only creators with the agent user role can have signatures | {{case.creator.signature}} |
| Creator locale The creator's selected language | {{case.creator.locale}} |
| Creator Facebook The creator's primary Facebook account | {{case.creator.facebook}} |
| Creator Twitter The creator's primary Twitter account | {{case.creator.twitter}} |
| Creator email The creator's primary email address | {{case.creator.email}} |
| Creator phone The creator's primary phone number | {{case.creator.phone}} |
| Creator custom field Use this format to reference creator custom fields | {{case.creator.custom_fields.[keyname].title}} : {{case.creator.custom_fields.[keyname].value}} |
| Creator org ID The creator's organization ID number | {{case.creator.organization.organization.id}} |
| Creator org name The creator's organization name | {{case.creator.organization.organization.name}} |
| Creator org notes Lists the creator's organization notes | {{case.creator.organization.organization.notes}} |
| Creator org tags A comma-separated list of creator organization tags | {{case.creator.organization.organization.tags}} |
| LAST REPLIER |
|
| Last replier ID The last replier's user ID number | {{case.last_replier.id}} |
| Last replier first name The last replier's first name | {{case.last_replier.first_name}} |
| Last replier last name The last replier's last name | {{case.last_replier.last_name}} |
| Last replier full name The last replier's first and last name | {{case.last_replier.name}} |
| Last replier role The last replier's user role | {{case.last_replier.role}} |
| Last replier tags A comma-separated list of last replier tags | {{case.last_replier.tags}} |
| Last replier signature The last replier's signature. Only last repliers with the agent user role can have signatures | {{case.last_replier.signature}} |
| Last replier locale The last replier's selected language | {{case.last_replier.locale}} |
| Last replier Facebook The last replier's primary Facebook account | {{case.last_replier.facebook}} |
| Last replier Twitter The last replier's primary Twitter account | {{case.last_replier.twitter}} |
| Last replier email The last replier's primary email address | {{case.last_replier.email} |
| Last replier phone The last replier's primary phone number | {{case.last_replier.phone}} |
| Last replier org ID The last replier's orderanization ID number | {{case.last_replier.organization.id}} |
| Last replier org name The last replier's organization name | {{case.last_replier.organization.name}} |
| Last replier org tags A comma-separated list of the last replier organization tags | {{case.last_replier.organization.tags}} |
| Last replier org notes Lists the replier's organization notes | |
{% for note in case.last_replier.organization.notes %} |
|
| Note created at The note creation timestamp |
{{note.created_at}} |
| Note creator identity The note creator's email address |
{{note.creator_identity}} |
| Note creator name The note creator's name |
{{note.creator.name}} |
| Note content in text The note's content in plain text |
{{note.contents_text}} |
{% endfor %} |
|
| Last replier custom field Use this format to reference last replier custom fields |
{{case.last_replier.custom_fields.[keyname].title}} : {{case.last_replier.custom_fields.[keyname].value}} |
| Last replier custom organization field Use this format to reference last replier custom organization fields |
{{case.last_replier.organization.custom_fields.[keyname].title}} : {{case.last_replier.organization.custom_fields.[keyname].value}} |
Organization placeholders
Organizations group users together, and collect all of the members' conversations, activities, and events in a single timeline. The table below lists all of Kayako's organization placeholders.
|
NAME
|
PLACEHOLDER
|
| Organization ID The organization ID number |
{{case.organization.id}} |
| Organization name The organization name |
{{case.organization.name}} |
| Organization tags A comma-separated list of the organization's tags |
{{case.organization.tags}} |
| Custom organization field Use this format to reference custom organization fields you’ve created |
{{case.organization.custom_fields.[keyname].title}} : {{case.organization.custom_fields.[keyname].value}} |
Update event placeholders
Update event placeholders reference the date, time, and user that last updated a conversation. The table below lists all of Kayako's update event placeholders.
|
NAME
|
PLACEHOLDER
|
| Is updated during teams business hours Set to true (i.e. 1) if the conversation was updated during its team's business hours | {{case.update.in_business_hours}} |
| Is updated during a holiday The holiday name the conversation was updated | {{case.update.current_holiday_name}} |
| Updated via channel The channel over which the conversation was updated, such as Twitter, Facebook, email, or API. | {{case.update.via_channel}} |
| Case created at When the conversation was originally created |
{{case.created_at}} |
| Case updated at The timestamp when the conversation was last updated | |
| Last agent activity at The timestamp when the last agent updated the conversation | {{case.last_agent_activity_at}} |
| Last customer activity at The timestamp when the customer last updated the conversation | {{case.last_customer_activity_at}} |
| Last updated by ID Identifies the last user that updated the conversation by ID number | {{case.last_updated_by.id}} |
| Last updated by first name Identifies the last user that updated the conversation by their first name | {{case.last_updated_by.first_name}} |
| Last updated by last name Identifies the last user that updated the conversation by their last name | {{case.last_updated_by.last_name}} |
| Last updated by full name Identifies the last user that updated the conversation by their first and last name | {{case.last_updated_by.name}} |
| Last updated by role Identifies the last user that updated the conversation by their user role | {{case.last_updated_by.role}} |
| Last updated by tags Identifies the last user that updated the conversation by tags | {{case.last_updated_by.tags}} |
| Last updated by signature Identifies the last user that updated the conversation by their signature | {{case.last_updated_by.signature}} |
| Last updated by locale Identifies the last user that updated the conversation by their language | {{case.last_updated_by.locale}} |
| Last updated by Facebook Identifies the last user that updated the conversation by their primary Facebook account | {{case.last_updated_by.facebook}} |
| Last updated by Twitter Identifies the last user that updated the conversation by their primary Twitter account | {{case.last_updated_by.twitter}} |
| Last updated by email Identifies the last user that updated the conversation by their primary email address | {{case.last_updated_by.email}} |
| Last updated by phone Identifies the last user that updated the conversation by their primary phone number | {{case.last_updated_by.phone}} |
| Last updated by org ID Identifies the last user that updated the conversation by their organization ID number | {{case.last_updated_by.organization.id}} |
| Last updated by org name Identifies the last user that updated the conversation by their organization name | {{case.last_updated_by.organization.name}} |
| Last updated by org tags Identifies the last user that updated the conversation by their organization tags | {{case.last_updated_by.organization.tags}} |
Stephanie Gonzaga