Email Templates

osTicket relies on predefined templates when sending out auto responses, notices and alerts. Each template has a set of variable placeholder as shown below.



%{} Ticket ID (internal ID)
%{ticket.number} Ticket number (external ID)
%{} Email address
%{} Full name
%{ticket.subject} Subject
%{} Phone number | ext
%{ticket.status} Status
%{ticket.priority} Priority
%{ticket.assigned} Assigned staff and/or team
%{ticket.create_date} Date created
%{ticket.due_date} Due date
%{ticket.close_date} Date closed
%{ticket.auth_token} Auth. token used for auto-login
%{ticket.client_link} Client’s ticket view link
%{ticket.staff_link} Staff’s ticket view link


%{ticket.topic} Help topic
%{ticket.dept} Department
%{ticket.staff} Assigned/closing staff
%{} Assigned/closing team


%{message} Incoming message
%{response} Outgoing response
%{comments} Assign/transfer comments
%{note} Internal note (expandable)
%{assignee} Assigned staff/team
%{assigner} Staff assigning the ticket
%{signature} Staff/Dept signature (selection)
%{url} osTicket’s base url (FQDN)

Variable Contexts

Please note that only known (supported) variables are substituted. Non-base variables depends on the context of template type to which they are used.

  1. New Ticket Auto Response: Autoresponse sent to user/client on new ticket if enabled. Meant to give the user the ticket ID which can be used to check the status of the ticket.
  2. New Message Auto Response: Confirmation sent to user when a new message is appended to an existing ticket. This can be emailed or web-based replies.
  3. Over Limit Notice: Ticket denied notice. This is a one time notice sent when the user has reached the max allowedopen tickets defined in preference section. Reasonable limit helps control spam and possible email flood loops.
  4. Ticket Response/Reply: Message template used when responding to a ticket or simply alerting the user about a response/answer availability.
  5. New Ticket Alert: Alert sent to staff on new ticket.
  6. New Message Alert: Alert sent to staff when user replies to an existing ticket.
  7. New Internal Note Alert: Alert sent to selected staff ( if enabled) when an internal note is appended to a ticket.
  8. Assigned Ticket Alert: Alert sent to staff on ticket assignment.
  9. Overdue/Stale Alert: Alert sent to staff on stale or overdue ticket.