Placeholders are references to ticket data, the user, or other elements that we can name and add to subjects and message bodies, which are replaced with the actual information at the time of sending.

This way, we can have automations, macros, or triggers, email templates, etc. that say

Hello {{ticket.requester.firstname}}

Your request {{ticket.id}} has been resolved.

Best regards

{{ticket.asignee.name}}

This is an example with placeholders not necessarily real, used to simply illustrate the idea of these placeholders.

In this article, you can see the complete list of available placeholders as well as the available types.

To use them, you just have to add them where you want the replaced information to appear. For example, in a trigger, you can find the list and use it to locate and copy the information you want in the editor box: