Placeholders are placeholder text used in email templates that will be replaced by information based on the context. For example, if an agent uses an email template with the placeholder ‘', the placeholder will be replaced by the ticket requester's name when he uses it in a reply.
Placeholders are commonly used in email notifications and canned responses to make even automated emails appear more personal.
Using a placeholder in email notifications can help convey important information to customers such as the URL of the ticket they created and how long it will take for the agents to resolve the ticket.
