Placeholders are references to ticket and user data that you include in the subject and body of email notifications. Without them it would be impossible to create automated messages.
The placeholders are contained within matched double curly brackets and are, in the following example, references to ticket properties. If a placeholder references a field that does not have a value, then the placeholder will be blank in the automation, trigger, or macro.
Here’s an example of how placeholders are used in an email notification:
When you’re composing email notifications, you can view the list of placeholders by clicking View Available Placeholders.
For the complete list of placeholders, and where they can be used, see Zendesk Support placeholders reference.