Glossary of Template Placeholder Variables

Template placeholder variables are dynamic markers inserted into response templates that automatically populate with real data when a ticket is created or updated. They allow support teams in Telegram Topic Groups to send personalized, context-rich replies without manual typing. This glossary defines common variables used in Telegram CRM and knowledge base integrations.

{{customer_first_name}}

This variable inserts the first name of the customer who submitted the ticket. It is typically pulled from the customer’s Telegram profile or from a linked CRM contact record. Using this variable helps agents address customers personally, improving the tone of the first response.

{{customer_last_name}}

Inserts the customer’s last name, if available. In many setups, this field is optional and may be empty unless the customer has provided it through a Bot Intake Form or previous interaction. It is often paired with {{customer_first_name}} for full-name greetings.

{{customer_full_name}}

Combines first and last name into a single string. If only one name is available, it falls back to that value. This variable is useful for formal correspondence or when generating ticket summaries for internal reporting.

{{ticket_id}}

A unique identifier assigned to each support ticket in the system. It is typically a numeric or alphanumeric string generated by the CRM. Agents use this variable in subject lines, internal notes, and external replies to help customers reference their specific issue.

{{ticket_status}}

Reflects the current state of the ticket, such as "Open," "In Progress," "Resolved," or "Closed." Status values depend on the Ticket Status configuration in the CRM. This variable is often used in automated notifications or escalation messages to inform customers of changes.

{{ticket_priority}}

Indicates the priority level assigned to the ticket, such as "Low," "Medium," "High," or "Critical." Priority may be set automatically based on keywords, customer tier, or manually by an agent. It is useful in templates for escalation or SLA breach warnings.

{{ticket_category}}

The category or type of issue, such as "Billing," "Technical Support," or "Account Management." Categories are defined by the support team and help route tickets appropriately. This variable can be used in templates to tailor the response to the specific issue type.

{{ticket_created_at}}

The date and time when the ticket was first created. Formatting depends on the CRM settings, but common patterns include "2025-03-15 14:30" or "March 15, 2025, 2:30 PM." Agents use this variable to reference the ticket’s age in SLA-related communications.

{{ticket_updated_at}}

The timestamp of the last modification to the ticket, such as a status change or new message. It is helpful for showing customers when their case was last reviewed, especially in follow-up templates.

{{agent_first_name}}

The first name of the assigned agent handling the ticket. This variable personalizes the response from the agent’s perspective, making the interaction feel more human. It is pulled from the agent’s profile in the CRM.

{{agent_full_name}}

The full name of the assigned agent, including first and last name. This is often used in signature blocks or when transferring tickets to another team member, so the customer knows who is responsible.

{{agent_team}}

The team or department the agent belongs to, such as "Level 1 Support" or "Billing Team." This variable is useful in escalation templates or when multiple teams collaborate on a ticket.

{{first_response_time}}

The time elapsed between ticket creation and the agent’s first reply. This variable is calculated automatically by the CRM and is a key metric for First Response Time (FRT). It is often used in SLA reports or customer satisfaction follow-ups.

{{resolution_time}}

The total time from ticket creation to closure, representing the Resolution Time. Agents can include this variable in post-resolution summaries to give customers a sense of how long their issue took to resolve.

{{sla_breach_warning}}

A dynamic string that appears when a ticket is approaching or has exceeded its Service Level Agreement (SLA) target. It might say "SLA at risk" or "Breached." This variable is typically used in internal notifications or escalation alerts.

{{customer_telegram_username}}

The customer’s Telegram username (e.g., @john_doe). It is pulled from the chat context and is useful for direct mentions or for agents to quickly identify the customer in a Telegram Topic Group. Note that not all customers have a username set.

{{customer_phone_number}}

The customer’s phone number, if provided via a Bot Intake Form or CRM integration. This variable is often used in templates related to verification or callback requests. It should be handled with care to comply with data privacy regulations.

{{customer_email}}

The customer’s email address, if linked to their account. This is useful for sending follow-up emails or for tickets that require email-based communication. It may be empty if the customer only interacts via Telegram.

{{knowledge_base_article_title}}

The title of a relevant knowledge base article suggested by the system. This variable is part of Knowledge Base Integration and is inserted when a ticket matches a known issue. It helps agents quickly provide self-service links.

{{knowledge_base_article_url}}

The direct URL to the knowledge base article. Agents can include this in templates to guide customers to detailed instructions or FAQs. The URL is typically generated from the CRM’s article library.

{{bot_form_submission_data}}

A summary of data submitted through a Bot Intake Form, such as "Issue: Account lockout; Email: user@example.com." This variable is useful for tickets created via Telegram bots, allowing agents to see the initial context without switching screens.

{{previous_ticket_summary}}

A brief summary of the customer’s most recent closed ticket, including the issue type and resolution. This variable helps agents avoid repeating questions and provides continuity in multi-ticket interactions.

{{escalation_level}}

The current escalation level of the ticket, such as "Level 1," "Level 2," or "Management." It is tied to the Escalation Policy and is used in templates for handoff messages or status updates.

{{custom_field_value}}

A generic placeholder for any custom field defined by the support team, such as "Product Version" or "Region." The specific field name must be configured in the CRM. This variable is flexible for unique business needs.

{{queue_name}}

The name of the support queue the ticket belongs to, such as "Premium Support" or "General Inquiries." Queue Management uses this variable to route tickets and can be included in templates for context.

What to Check Before Using Placeholder Variables

• Verify that each variable is available in your CRM’s template editor. Not all systems support every variable listed here.
• Test templates with a sample ticket to ensure the correct data populates, especially for custom fields.
• Set fallback values for optional variables (e.g., if {{customer_last_name}} is empty, the template should still read naturally).
• Review data privacy policies when using variables that include personal information like phone numbers or emails.
• Update placeholder definitions when your CRM is upgraded, as variable names may change between versions.

For more on response templates, see our guide on knowledge base response templates. To understand how placeholders interact with ticket categorization, read about integrating knowledge base with ticket categorization. For a broader overview of CRM terminology, visit the glossary of CRM and knowledge base terminology.