Variables Related to Tickets
Here you can find all the ticket variables that can be used in Movidesk. It is possible to use these variables in ticket macros, in the configurable messages of the chat group, and in the HSM templates of ©WhatsApp Business Movidesk.
| GENERAL TICKET INFORMATION | |
|---|---|
| Ticket Subject | ticket.subject |
| Block with the component for the client to accept or reject the solution given by the agent on the ticket | ticket.accept.solution.box |
| Block with the component for the client satisfaction survey response | ticket.satisfactionsurvey.rating |
| Inbox where the ticket was received | ticket.receivedin |
| Channel through which the ticket was opened (email, system by the client, system by the agent) | ticket.openchannel |
| Current role of the ticket user | current.user.role |
| Ticket justification | ticket.justification |
| Ticket Category | ticket.category |
| Ticket CC | ticket.cc |
| Ticket Open Date | ticket.opendate |
| Ticket Close Date | ticket.closedate |
| Date of Last Action | ticket.lastactionregistrationdate |
| Tenant Name | tenant.name |
| Ticket ID | ticket.id |
| Number of Actions in the Ticket | ticket.actioncount |
| Summary of Ticket Approval | ticket.approval.summary |
| Summary of Customer Satisfaction Survey Response | ticket.satisfactionsurvey.response |
| Base Status of the Ticket | ticket.statusbase |
| Ticket Status | ticket.status |
| Ticket Tags | ticket.tags |
| Ticket Workflow | ticket.workflow |
| Type of Ticket (Public or Internal) | ticket.type |
| Ticket Urgency | ticket.urgency |
| URL for Direct Access to the Ticket | ticket.url |
| Main URL for Accessing the Company Service Site | tenant.url |
| TICKET SERVICE INFORMATION | |
| First Level of Ticket Service | ticket.service.firstLevel |
| Second Level of Ticket Service | ticket.service.secondLevel |
| Third Level of Ticket Service | ticket.service.thirdLevel |
| Full Ticket Service (separated by "»") | ticket.service.full |
| TICKET SLA INFORMATION | |
| Ticket Due Date | ticket.sla.solution.date |
| Date of First Response on the Ticket | ticket.sla.real.response.date |
| Deadline for First Response | ticket.sla.response.date |
| Text Indicator for First Response (Not Defined, Due Soon, Due Today, Overdue) | ticket.sla.indicator.response.date |
| Text Indicator for Ticket Expiry (Not Defined, Due Soon, Due Today, Overdue) | ticket.sla.indicator.solution.date |
| TICKET CLIENT INFORMATION | |
| Client Role in the Ticket | ticket.client.role |
| Client's Organizational Hierarchical Role | ticket.client.hierarchical.role |
| Client City | ticket.client.city |
| Client Organization Code Reference | ticket.client.hierarchical.codeReference |
| Client Code Reference | ticket.client.CodeReference |
| Client Postal Code | ticket.client.postalCode |
| Client Address Complement | ticket.client.address.complement |
| Client Contract | ticket.client.contact |
| Client CPF/CNPJ | ticket.client.CpfCnpj |
| Client Email | ticket.client.email |
| Client Organization's Main Email | ticket.client.hierarchical.email |
| Client State | ticket.client.state |
| Client Name | ticket.client.name |
| Client Address Number | ticket.client.address.number |
| Client Organization | ticket.client.hierarchical |
| Client Country | ticket.client.country |
| Client Access Profile | ticket.client.accessprofile |
| Client First Name | ticket.client.first.name |
| Client Corporate Name | ticket.client.corporate.name |
| Client Address Reference | ticket.client.address.reference |
| Client Street | ticket.client.street |