Complete Email Template Variables Reference

A definitive reference of all merge tags (template variables) available in Support Genix email notifications. Use these to customize your email templates with dynamic ticket, user, and site data.

How Merge Tags Work

Merge tags are placeholders written as {{variable_name}} inside your email templates. When an email is sent, each tag is replaced with the actual value.

Example template:

Hi {{ticket_user}},

Your ticket {{ticket_track_id}} has been received. We'll respond as soon as possible.

— The {{site_name}} Support Team

Rendered email:

Hi John Doe,

Your ticket TKT-00042 has been received. We'll respond as soon as possible.

— The Acme Inc Support Team

Email Template Types

Support Genix has 9 email templates organized into 3 groups:

To Admin / Agent

Code	Template Name	Triggered When
ANT	Admin New Ticket	A new ticket is created
ANR	Admin New Reply	A customer replies to a ticket
AAT	Admin Assignment	A ticket is assigned to an agent

To Customer (Ticket Form)

Code	Template Name	Triggered When
UOT	User Open Ticket	Customer creates a ticket via portal
TRR	Ticket Reply Received	An agent replies to the customer’s ticket
TCL	Ticket Closed	The customer’s ticket is closed

To Customer (Email-to-Ticket)

Code	Template Name	Triggered When
EOT	Email Open Ticket	A ticket is created from an incoming email
ETR	Email Ticket Reply	An agent replies to an email-created ticket
ETC	Email Ticket Closed	An email-created ticket is closed

Complete Merge Tags Reference

Ticket Information

Tag	Description	Available In
{{ticket_track_id}}	Unique ticket ID / track number (e.g., “TKT-00042”)	All templates
{{ticket_title}}	Ticket subject line	All templates
{{ticket_body}}	Full ticket description/body content	All templates
{{ticket_status}}	Current ticket status text (e.g., “Active”, “Closed”)	Reply & Close templates
{{ticket_priroty}}	Ticket priority level (Normal, Medium, High)	All templates
{{ticket_category_id}}	Category ID number	All templates
{{ticket_category_title}}	Category name (e.g., “Billing”, “Technical Support”)	All templates
{{ticket_open_app_time}}	Ticket creation timestamp (UTC timezone)	All templates

User Information

Tag	Description	Available In
{{ticket_user}}	Name of the ticket creator (customer)	All templates
{{ticket_replied_user}}	Name of the person who last replied	Reply & Close templates
{{ticket_assigned_user}}	Name of the assigned agent	Assignment & Reply templates

Reply Content

Tag	Description	Available In
{{replied_text}}	Full content of the latest reply	Reply & Close templates

Links

Tag	Description	Available In
{{ticket_link}}	Direct URL to the ticket in the admin dashboard	Admin templates (ANT, ANR, AAT)
{{ticket_hotlink}}	Public access URL for the ticket (encrypted link)	Customer templates
{{view_ticket_anchor}}	Clickable HTML link to view the ticket in admin	Admin templates
{{view_ticket_hot_anchor}}	Clickable HTML link for customer portal access	Customer templates

Closure-Specific

Tag	Description	Available In
{{ticket_feedback_button}}	HTML feedback buttons (Helpful / Not Helpful) for collecting customer satisfaction	TCL, ETC
{{ticket_reopen_by}}	Name of the user who reopened the ticket	TCL, ETC
{{ticket_closing_msg}}	Custom closing message (configured in settings)	TCL, ETC

System Variables

Tag	Description	Available In
{{site_name}}	Your WordPress site name (from Settings > General)	All templates
{{site_url}}	Your WordPress site URL	All templates

Custom Fields

Tag	Description	Available In
{{custom_field__slug}}	Value of a custom field (replace slug with the actual field slug)	Ticket creation templates

Example: If you have a custom field with slug order_number, use {{custom_field__order_number}} to include it in the email.

Tags Available by Template

ANT — Admin: New Ticket Created

{{ticket_user}}, {{ticket_link}}, {{ticket_hotlink}}, {{view_ticket_anchor}},
{{view_ticket_hot_anchor}}, {{ticket_track_id}}, {{ticket_title}},
{{ticket_category_id}}, {{ticket_category_title}}, {{ticket_body}},
{{ticket_priroty}}, {{ticket_open_app_time}}, {{custom_field__*}},
{{site_name}}, {{site_url}}

ANR — Admin: New Reply

{{ticket_replied_user}}, {{ticket_user}}, {{replied_text}}, {{ticket_status}},
{{ticket_assigned_user}}, {{ticket_track_id}}, {{ticket_title}},
{{ticket_category_id}}, {{ticket_category_title}}, {{ticket_body}},
{{ticket_open_app_time}}, {{ticket_link}}, {{view_ticket_anchor}},
{{site_name}}, {{site_url}}

AAT — Admin: Ticket Assigned

{{ticket_assigned_user}}, {{ticket_user}}, {{ticket_link}},
{{view_ticket_anchor}}, {{ticket_track_id}}, {{ticket_title}},
{{ticket_category_id}}, {{ticket_category_title}}, {{ticket_body}},
{{site_name}}, {{site_url}}

UOT — Customer: Ticket Created (Portal)

{{ticket_user}}, {{ticket_hotlink}}, {{view_ticket_hot_anchor}},
{{ticket_track_id}}, {{ticket_title}}, {{ticket_category_id}},
{{ticket_category_title}}, {{ticket_body}}, {{ticket_priroty}},
{{ticket_open_app_time}}, {{custom_field__*}}, {{site_name}}, {{site_url}}

TRR — Customer: Reply Received

{{ticket_replied_user}}, {{ticket_user}}, {{replied_text}}, {{ticket_status}},
{{ticket_assigned_user}}, {{ticket_track_id}}, {{ticket_title}},
{{ticket_category_id}}, {{ticket_category_title}}, {{ticket_body}},
{{ticket_open_app_time}}, {{ticket_hotlink}}, {{view_ticket_hot_anchor}},
{{site_name}}, {{site_url}}

TCL — Customer: Ticket Closed

{{ticket_feedback_button}}, {{ticket_reopen_by}}, {{ticket_closing_msg}},
{{ticket_user}}, {{ticket_replied_user}}, {{replied_text}},
{{ticket_track_id}}, {{ticket_title}}, {{view_ticket_hot_anchor}},
{{ticket_priroty}}, {{site_name}}, {{site_url}}

EOT — Email Customer: Ticket Created

Same as UOT.

ETR — Email Customer: Reply Received

Same as TRR.

ETC — Email Customer: Ticket Closed

Same as TCL.

Editing Templates

1. Go to Support Genix > Settings > Email Notifications.
2. Click on the template you want to edit.
3. Modify the Subject and Body fields.
4. Insert merge tags by typing {{ and the variable name.
5. Click Save.

Tips for Templates

• Always include {{ticket_track_id}} in the subject line so customers can reference their ticket number.
• Use {{view_ticket_hot_anchor}} instead of raw URLs for cleaner, clickable links.
• Add {{ticket_feedback_button}} in closure emails to collect customer satisfaction data.
• Test your templates by creating a test ticket and verifying the rendered email.
• Keep templates concise — customers are more likely to read short, focused emails.

Related Docs

• Manage and Customize Email Notifications
• Weekend and Holiday Settings (for weekend email templates with {{ticket_user}} and {{site_name}})