Helpdesk template macros are placeholders for the generated customer, user, and ticket data. Macros are defined using specific text between curly brackets and % signs. Each type of macros has its own set of properties. For example, Contact macros pull data from the Redmine CRM Contact profile.
Below you can find an example of a message written using macros. The second one is an example of the message received in Gmail.
Available macros
| Macro | Description |
|---|---|
{%date%} |
Current date |
%%<Custom field name>%% |
Issue or contact custom fields (can have collisions with same names for issue and contact custom fields |
| Contact | |
{%contact.name%} |
Issue customer full name |
{%contact.first_name%} |
Issue customer first name |
{%contact.last_name%} |
Issue customer last name |
{%contact.middle_name%} |
Issue customer middle name |
{%contact.company%} |
Issue customer company |
| Issue | |
{%ticket.assigned_to%} |
Assigned user name |
{%ticket.id%} |
Issue ID |
{%ticket.tracker%} |
Issue Tracker |
{%ticket.status%} |
Issue status |
{%ticket.priority%} |
Issue priority |
{%ticket.quoted_description%} |
Issue quoted description. Could be useful for auto answer |
{%ticket.history%} |
Ticket conversation quoted history. Could be useful for auto answer |
{%ticket.project%} |
Issue project name |
{%ticket.subject%} |
Issue subject |
{%ticket.estimated_hours%} |
Issue estimated hours |
{%ticket.done_ratio%} |
Issue done ratio |
{%ticket.public_url%} |
Public url for current issue |
{%ticket.closed_on%} |
Issue Closed on date (for Redmine 2.3+) |
{%ticket.due_date%} |
Issue due date |
| Issue note | |
{%response.author%} |
Issue note author full name. Could be useful for message footer as support engineer name |
{%response.author.first_name%} |
Issue note author first name |
{%response.author.custom_field: <User custom field name>%} |
Issue note author custom field |
{{send_file(<Attached file name>)}} |
Attach file from current ticket to reply. Ex: {{send_file(agreement.docx)}} |
| Ticket votes | |
{%ticket.voting%} |
Voting link code |
{%ticket.voting.good%} |
"Good" voting link code |
{%ticket.voting.okay%} |
"Just Ok" voting link code |
{%ticket.voting.bad%} |
"Not good" voting link code |
A list of all macros available can be found in Administration -> Helpdesk, Helpdesk templates.