List of Liquid Variables

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Overview

Desk.com uses Liquid (a templating language) to provide access to the data within Desk.com, an individual page, or within an interaction or data field. This article summarizes the Liquid Variables available to Desk.com and briefly describes the availability of these variables.

If you're unfamiliar with Liquid, you can find an excellent beginning reference here: http://github.com/shopify/liquid/wiki/liquid-for-designers

You can use Liquid in your Support Center, Email Reply Themes, and Notification Templates. It is used to customize a portion of the Desk.com Classic Agent interface, and within Desk.com's powerful business rules and filters. This article is a reference for:

Desk Liquid Objects Liquid Object Scope Snippets
Case
Customer
Facebook
Twitter
Company Object
User
Group
Interaction
Email
Phone
Tweet
Facebook_feed_item
Note
Topic
Article
Site
Desk
Brand
Email Templates
HTML Templates
Snippets List
 

Liquid Objects 

Case

A Case object represents an issue or problem set. A customer can have 0 or more cases.

  • {{case.id}} Unique integer identifier of the case in the Desk.com database (Integer)
  • {{case.subject}} Subject of the case (String)
  • {{case.description}} Description of the case (String)
  • {{case.labels}} Comma-delimited list of labels associated with this case (String)
  • {{case.status}} case status (10 - new, 30 - open, 50 - pending, 70 - resolved, 90 - closed) (Integer). To show the status name, use {{case.status.name}}
  • {{case.channel}} Communication method of the case (Email, Phone, Chat, Q&A, Twitter, Facebook)
  • {{case.priority}} case priority (1 to 10 with 1 being low and 10 being critical) (Integer)
  • {{case.group}} assigned group (can be nil) (Group object)
  • {{case.group.name}} assigned group name in plain text (Group object)
  • {{case.user}} assigned user (can be nil) (User object)
  • {{case.user.id}} assigned user ID  (User object)
  • {{case.user.name}} assigned user name (User object)
  • {{case.active_user}} user currently editing the case (can be nil and does not have to be assigned to be active) (User Object). To show the Active user name, you would use {{case.active_user.name}}
  • {{case.current_user}} For use in a case created rule to detect the agent creating the case. (User Object) To show the Current user name, you would use {{case.current_user.name}}
  • {{case.closed_at}} DateTime the case has been closed (if closed) (DateTime)
  • {{case.opened_at}} DateTime the case has been opened most recently (DateTime)
  • {{case.created_at}} DateTime the case was originally created (DateTime)
  • {{case.updated_at}} DateTime the case was last updated (DateTime)
  • {{case.customer}} Associated Customer object (Customer Object)
  • {{case.interactions}} 1 or more interaction objects associated with this case (Interaction)
  • I.e. if this case represents an email thread, then each interaction will represent an inbound or outbound email. An interaction object contains interaction agnostic data that are similar across interaction types (i.e. Email, Twitter, Chat, Callback, Q&A, etc...)
  • {{case.emails}} 1 or more email objects associated with this case. (Email Object)
  • For liquid access specific to email, this collection makes looping through email objects easier since you do not need to go through the interaction collection to get to each email. View Email Object Details
  • {{case.phones_and_notes}} 1 or more phone objects associated with this case. (Phone Object)
  • {{case.tweets}} 1 or more tweet objects associated with this case. (Tweet Object)
  • For Liquid access specific to Tweet, this collection makes looping through Tweet objects easier since you do not need to go through the interaction collection to get to each Tweet. View Tweet Object Details
  • {{case.facebook_feed_items}} 1 or more facebook_feed_item objects associated with this case. (Facebook Feed Object) View Facebook_feed_item Object Details
  • {{case.notes}} 1 or more note objects associated with this case. (Note Object)
  • {{case.notes.last.note}} captures the last note
  • {{object.salesforce_id}} Prints out the Object ID from Salesforce
  • {{case.thread_id}} this is the unique identifier that you can include in a notification or inbound email to include the contents of that email as an inbound interaction in an existing case with that {{case.thread_id}}
  • {{case.emails.last.subject}} this is the last email subject sent on a case

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Custom Case Fields:

Case Custom Fields defined in the Admin can be accessed within all Liquid Templates available within the Desk.com Platform which have an associated "Case" Liquid object. To access the data within a custom field, prefix the unique custom field "key" as defined in the Admin with "custom_" like so:

    custom_customfield name
    Example: {{case.custom_yourfieldkey}}

If you're using a Case Custom field on a Case Theme, you don't need to define it as a Case field.

    Example: {{custom_yourfieldkey}}

If you're using a custom field on your Email (New), Chat (New) form or a Widget, the format is:

    Example: {{ticket_custom_yourfieldkey}}

 

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Customer

A Customer object represents a site's end-user:
 
  • {{customer.id}} Unique integer identifier of customer in the Desk.com database (Integer)
  • {{customer.name}} Full Name (String)
  • {{customer.first_name}} First Name (String)
  • {{customer.last_name}} Last Name (String)
  • {{customer.email}} Default email address for the customer (String)
  • {{customer.emails}} Comma-delimited string of email addresses for this customer (String)
  • {{customer.phone}} Default phone number for the customer (String)
  • {{customer.phones}} Comma-delimited string of phone numbers for this customer (String)
  • {{customer.address}} Default mailing address for the customer (String)
  • {{customer.addresses}} Comma-delimited string of mailing addresses for this customer (String)
  • {{customer.title}} Title Text (String)
  • {{customer.company}} Company Name Text (String)
  • {{customer.about}} Description or "Background Info" (String)
  • {{customer.url}} URL to customer's "My Help Center" page (not yet available)
  • {{customer.twitter}} Default Twitter Account (exists only after at least one tweet was received for this customer). See Twitter object below.
  • {{customer.facebook}} Default Facebook Account (exists only after at least one Facebook post was received for this customer). See Facebook object below.
  • {{customer.uid}}The UID gets set via the Multipass SSO hash and is the unique ID for the user in the customer's external system.
  • {{customer.company_object}} Company object associated with this customer.

 

Custom Customer Fields:

 

Customer Custom Fields defined in the Admin can be accessed within all Liquid Templates available within the Desk.com Platform which have an associated "Customer" liquid object. To access the data within a custom field, prefix the unique custom field "key" as defined in the admin with "custom_" like so:

    customer_custom field name
    Example: {{customer.custom_yourfieldkey}}

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Facebook

A Facebook account object that holds the account information for a customer. See {{customer.facebook}}

  • {{facebook.public_url}} Facebook user's URL (String)
  • {{facebook.profile_image_url}} The profile thumbnail associated with this account (String)

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Twitter

A Twitter account object that holds the account information for a customer. See {{customer.twitter}}

  • {{twitter.login}} Twitter login name (String)
  • {{twitter.profile_image_url}} The profile thumbnail associated with this account (String)

Company_Object

A Company_Object object represents a site's end-user

  • {{company_object.id}} Unique integer identifier of company in the Desk.com database (Integer)
  • {{company_object.name}} Company Name (String)
 

Custom Company Fields:

Company Custom Fields defined in the Admin can be accessed within all Liquid Templates available within the Desk.com Platform which have an associated "Company_Object" liquid object. To access the data within a custom field, prefix the unique custom field "key" as defined in the admin with "custom_" like so:

    custom_custom field key
    Example: {{company_object.custom_yourfieldkey}}

In some instances, you may need to use {{customer.company_object.custom_yourfieldkey}} as well.

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User

A user represents an agent or a customer account object. See {{case.user}} AND {{email.sender}}

  • {{user.name}} Public name configured for this user (String)
  • {{user.id}}  ID of this user (String)
  • {{user.email}} Default email address for this user (String)
  • {{user.signature}} Signature that has been set by the user in the Agent Settings. (String)

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Group

A group is a collection of agents. Agents can be in 0 or more groups. See {{case.group}}

  • {{group.name}} Name of the group (String)
  • {{group.emails}} Email address recipient list of all the agents within the group. (String)

This is useful for notification templates, as an example, where you might want to notify a group of a new case with a priority greater than X. Another notification example may be to notify a group email list when a case has been assigned to this group, and in the open status for more than 24 hours.

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Interaction

An interaction object represents an individual customer related communication object (email, chat, callback, phone, tweet). The interaction object contains data that is agnostic to the different types of interactions supported by the Desk.com Platform.

  • {{case.interactions.last.interactionable.body | newline_to_br}} The last inbound message from the customer.
  • {{interaction.interactionable}} Associated specific interaction object (the actual email, chat, callback, phone, tweet object)
  • {{interaction.os}} If the interaction was created from a Desk.com form (email, chat, or qna), will indicate the customer's Operating System (String)
  • {{interaction.os_version}} If the interaction was created from a Desk.com form (email, chat, or qna), will indicate the customer's Operating System Version (String)
  • {{interaction.browser}} If the interaction was created from a Desk.com form (email, chat, or qna), will indicate the Browser the customer used (String)
  • {{interaction.browser_version}} If the interaction was created from a Desk.com form (email, chat, or qna), will indicate the Browser Version (String)
  • {{interaction.lat}} Geo-location Latitude (not always available. requires web-based interaction submission) (Float)
  • {{interaction.lng}} Geo-location Longitude (not always available. requires web-based interaction submission) (Float)
  • {{interaction.ip_address}} Client IP Address (String)
  • {{interaction.city}} City obtained through geo location (String)
  • {{interaction.region}} Region or State obtained through geo location (String)
  • {{interaction.country}} Country obtained through geo location (String)
  • {{interaction.preferred_lang}} preferred accept language determined from HTTP headers (i.e. en-US) (String)

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Email

An email object represents an individual inbound or outbound email interaction.

  • {{email.created_at}} DateTime email object was created in the database (DateTime)
  • {{email.from}} from name/email address (String)
  • {{email.sender}} sender email address (String)
  • {{email.subject}} subject of the email (String)
  • {{email.body}} raw new body text of the email. The new body text represents either an original inbound email text/plain data, or the text specific to an email reply without the quoted original text. (String)
  • {{email.body_text}} full text/plain email part (String)
  • {{email.body_html}} full text/html email part (String)
  • {{email.new_text}} Same as body field. Created for consistency with "new_html" field below. (String)
  • {{email.new_html}} Similar to "body" field representing the original plain body text with no filtering applied, and converting new line characters to tags. This method makes the default email reply template threading easier to create for the html part. (String)
  • {{email.sent_at}} DateTime email was sent (DateTime)
  • {{email.send_at}} DateTime email is ready to be sent (DateTime, Outbound only)
  • {{email.original}} Associated Original Email (replies only)
  • {{email.agent}} Associated Agent User Object (Outbound only)
  • {{email.from_customer}} Customer object associated with the email in the from field. This can be different than the associated case customer (i.e. another user cc'd responds to an email sent out by an agent)

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Phone

A phone represents an individual inbound or outbound phone message.

  • {{phone.phonenumber}} Phone number associated with interaction (String)
  • {{phone.note}} Internal note body if interaction is a note (String)
  • {{phone.summary}} Phone message that was sent or received if interaction isn't a note (String)
  • {{phone.created_at}} DateTime phone interaction was created in the database (DateTime)
  • {{phone.updated_at}} DateTime phone interaction was last updated in the database (DateTime)
  • {{phone.sent_at}} DateTime phone interaction was sent (DateTime)
  • {{phone.agent}} Associated agent object of the agent who sent an outbound phone interaction (Agent Object)
  • {{phone.direction}} inbound or outbound (String)

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Tweet

A tweet represents an individual inbound or outbound tweet message.

  • {{tweet.subject}} Twitter message that was sent or received (String)
  • {{tweet.created_at}} DateTime tweet object was created in the database (DateTime)
  • {{tweet.sent_at}} DateTime tweet object when tweet was sent (DateTime)
  • {{tweet.public_url}} Text the original URL of the Twitter post (String)
  • {{tweet.agent}} agent object of the agent who sent an outbound tweet (Agent Object)
  • {{tweet.direction}} inbound or outbound (String)
  • {{tweet.twitter_customer}} twitter handle of the customer (Customer Object)
  • {{tweet.twitter_account}} twitter handle from which tweet was sent (String)

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Facebook_feed_item

A facebook_feed_item represents an individual inbound or outbound Facebook item. There is a facebook_feed_items collection for each case having a channel equal to Facebook.

  • {{facebook_feed_item.created_at}} DateTime facebook_feed_item object was created in the database (DateTime)
  • {{facebook_feed_item.message}} Text from the body of the facebook_feed_item object (String)
  • {{facebook_feed_item.send_at}} DateTime facebook_feed_item object was sent in Facebook (DateTime)
  • {{facebook_feed_item.direction}} whether this facebook_feed_item was inbound to Desk.com or outbound from Desk.com (String)
  • {{facebook_feed_item.agent}} The Desk.com agent who sent the Facebook_feed_item, if it was outbound (Agent Object)
  • {{facebook_feed_item.from_customer}} The customer who sent the Facebook_feed_item (Customer Object)
  • {{facebook_feed_item.public_url}} URL to the original facebook item, not available for private messages (String)

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Note

Each note associated with a case.

  • {{note.note}} Text of note (String)
  • {{note.created_at}} DateTime that the note object was created in the database (DateTime)
  • {{note.agent}} Agent that added the note (Agent Object)

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Topic

Each topic in your Support Center.

  • {{topic.name}} Name of topic (String)
  • {{topic.desc}} Description of topic (String)
  • {{topics_count}} Number of topics (Integer)

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Article

Each article in your Support Center.

  • {{topic.articles}} 1 or more article objects associated with this topic (Article Object)
  • {{topic.article_count}} Number of articles associated with this topic (Integer)
  • {{article.subject_plain}} Title of article (String)
  • {{article.body}} Full body of article (String)
  • {{article.number_of_attachments}} Number of attachments associated with this article (Integer)
  • {{article.kb_article_attachments}} 1 or more attachments associated with this article (String)
  • {{article.updated_at}} DateTime the article was last updated (DateTime)
  • {{article.public_url}} Public URL of article (String)
  • {{article.keywords}} Keywords specified in article editor (String)

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Site

A site represents the company or tenant using the Desk.com Support Platform to offer their users/customers support.

  • {{site.company_name}} Company Name configuration as defined by a Site Administrator (String)
  • {{site.subdomain}} The hostname configuration for the site (i.e. support.Desk.com has a subdomain of "support") (String)
  • {{site.admin_emails}} Email address recipient list of all of the site admins user accounts configured for this site. (String)
  • {{ "now" | date: "%m-%d-%Y %H:%M" }} Returns the current date and time on the application server and may be re-ordered by changing the position of the month (m), date (m), and year (Y)

This is useful for notification templates, as an example, where you want to notify all the admins of the site about some event / message (i.e. {{site.admin_emails}})

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Desk

Similar to Site, but brand aware.

  • {{desk.brands}} Collection of the different brands (Collection)
  • {{desk.current_brand}} Current brand (Brand Object)
  • {{desk.page.theme.logo-img}} Url for the logo associated with the theme (Theme Object) 

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Brand

A Brand is a way of creating independent support centers within one Desk.com account.

  • {{brand.name}} Brand name (String)
  • {{brand.public_url}} URL of brand (String)
  • {{brand.logo}} Logo of brand (String)
  • {{desk.current_brand.id}} Unique identifier of brand (Integer)

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Scope

The following section explains which Liquid variable tokens are accessible in the different components of Desk.com.
 

Email Reply Templates, Auto-Acknowledgements, and Notifications

Email Templates allow a site admin to configure the rendering of the subject, text/plain body, and text/html body parts of the outbound emails that result from various events in the Desk.com Platform. Email Reply Templates can be set as defaults for the system and optionally configured on a per-queue basis.

The following events and their associated liquid objects are available:

 

Email Acknowledgement

An email acknowledgement is triggered by a default business rule when an incoming email results in a new case being created (i.e. replies to an existing email thread do not result in a case creation).

Liquid Objects Available: site, case, email

 

Email Reply

An email reply is triggered when an agent replies to an incoming email from the system.

Liquid Objects Available: site, case, email, sender (sender is a user object)

 

Notification

An email triggered by a business rule action.

Liquid Objects Available: site, customer, case, case_was, email_in

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HTML Templates

HTML Templates allow a site admin to configure the rendering of the case and custom tab within the Desk.com Agent User Interaction. (You can also use the Advanced Help Center editor to make a custom Customer Help Center design.)

Instead of the liquid objects being exposed, specific HTML fields are exposed in order to allow a support site to configure the look and feel of the case management views. This is especially important when there are custom fields that an admin wants to expose and make more visible to the support staff. As well, it is useful for hiding fields which may not be important to servicing the customer.

There are currently 2 custom agent tab layouts exposed:

 

Agent Case Tab

The agent case tab is the left most tab within the Agent User Interface. It is visible when pulling up a case as a result of handling an interaction or from a search result.

Input Fields Available:

  • {{case.subject}} The case subject input field
  • {{case.status}} The case status select field
  • {{case.priority}} The case priority select field
  • {{case.description}} The case description field
  • {{case.labels}} The case labels input field
  • {{case.group}} The assigned group select field
  • {{case.user}} The assigned user select field
  • Custom Case Fields: Custom Case Fields defined in the Admin are accessible within this template. To display an input field for this custom field, prefix the unique custom field "key" as defined in the admin with "custom_" like so: custom_[custom field name]

Liquid Objects Available: customer, case, interaction

 

Agent Customer Tab

The agent customer tab is located just right of the case tab within the Agent User Interface. It is visible when pulling up a case as a result of handling an interaction or from a search result.

Input Fields Available:

  • {{customer.thumb}} Customer Thumbnail
  • {{customer.first_name}} First name field
  • {{customer.last_name}} Last name field
  • {{customer.company}} Company field
  • {{customer.about}} Description field
  • {{customer.title}} Title field
  • {{customer.emails}} Email Address fieldset
  • {{customer.phones}} Phone Numbers fieldset
  • {{customer.addresses}} Mailing Addresses fieldset
  • Custom Customer Fields: Custom Customer Fields defined in the Admin are accessible within this template. To display an input field for this custom field, prefix the unique custom field "key" as defined in the admin with "custom_" like so: custom_[custom field name]
  • {{topic.name}} Name of topic (String)

Liquid Objects Available: customer

 

Integration URLs

Integration URLS allow custom URLs to be defined and displayed within the Agent User Interface within a separate tab located to the right of the customer tab. Liquid objects are exposed to the Integration URL configuration, allowing an admin to create dynamically generated URLs based on specific customer, case, and interaction information.

When an integration URL is defined, it will appear in the rightmost case section tab upon handling of an interaction or when pulling up a case as a result of a search. Clicking on the URL will pass the appropriate object information to the URL generator, based on the liquid properties defined, and pull up the external page. This allows sites to use the Desk.com data, such as email address, to pull up customer related information residing in other existing web accessible systems.

Liquid Objects Available: customer, case, interaction, current_user (user object for logged in agent)

 

Response Token Substitution

Liquid variables can also be used in responses to the customer. This is most often accomplished by including liquid variables in the channel specific Knowledge Base articles or in the Macro quick reply.

Liquid Objects Available: customer, case, interaction (last inbound interaction), current_user (agent sending the message)

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Snippets

Snippets are system variables that are used in the system to substitute text strings. If you'd like to use a different text string for each of these situations, you can edit them in Admin > Content > Snippets.

Note: Snippets cannot be deleted from Desk once created.

Each of the snippets is listed below with their full liquid path and the default text associated with each snippet. If you enable additional languages in Desk.com, you can also localize each one of these strings for your multilingual help centers.

  • {{system.snippets.a_day_ago}} - a day ago
  • {{system.snippets.a_minute_ago}} - a minute ago
  • {{system.snippets.about}} - about
  • {{system.snippets.account_emails_taken}} - Please contact support to have this email added to your account
  • {{system.snippets.account_not_verified}} - Your account still needs to be verified. Please add or verify an email to be able to view your cases.
  • {{system.snippets.account_title}} - My Profile
  • {{system.snippets.active_only}} - Active Only
  • {{system.snippets.add}} - Add
  • {{system.snippets.add_facebook_account}} - Add Facebook Account
  • {{system.snippets.add_twitter_account}} - Add Twitter Account
  • {{system.snippets.agent}} - Agent
  • {{system.snippets.an_hour_ago}} - an hour ago
  • {{system.snippets.answer}} - Answer
  • {{system.snippets.answer_required}} - Answer is required.
  • {{system.snippets.answers}} - Answers
  • {{system.snippets.answers_unavailable}} - QNA responses are currently not available
  • {{system.snippets.article}} - Article
  • {{system.snippets.article_help}} - Perhaps one of these articles will help you get your answer...
  • {{system.snippets.article_helpful}} - I found this article helpful
  • {{system.snippets.article_not_helpful}} - I did not find this article helpful
  • {{system.snippets.article_translation_missing}} - This article doesn't have a translation for
  • {{system.snippets.articles}} - Articles
  • {{system.snippets.ask_community}} - Ask the Community
  • {{system.snippets.ask_question}} - Ask Question
  • {{system.snippets.assigned_agent}} - Assigned Agent
  • {{system.snippets.assigned_group}} - Assigned Group
  • {{system.snippets.attachments}} - Attachments
  • {{system.snippets.auth_verification_title}} - Complete Your Twitter Registration
  • {{system.snippets.authentication_verification_msg}} - Hey
  • {{system.snippets.authentication_verification_note}} - Please enter your email address to help us find any existing cases you might already have, and so we know how to reach you. You will only be required to do this once.
  • {{system.snippets.auto_ack_message}} - Thank you for submitting your request. We have received your request and are working on responding to you as soon as possible. If you have any additional information to add to this case, please reply to this email.
  • {{system.snippets.be_with_you_shortly}} - We will be with you shortly...
  • {{system.snippets.best_answer}} - Best Answer
  • {{system.snippets.browse_by_topic}} - Browse by Topic
  • {{system.snippets.call_us}} - Call Us
  • {{system.snippets.case_closed}} - Closed
  • {{system.snippets.case_id}} - Case ID
  • {{system.snippets.case_new}} - New
  • {{system.snippets.case_open}} - Open
  • {{system.snippets.case_pending}} - Pending
  • {{system.snippets.case_resolved}} - Resolved
  • {{system.snippets.chat_access_denied}} - ACCESS DENIED: You are no longer in this chat session.
  • {{system.snippets.chat_agent_end}} - #{agent_name_descriptor} #{name} has ended the chat session
  • {{system.snippets.chat_agent_enter}} - #{agent_name_descriptor} #{name} has entered
  • {{system.snippets.chat_agent_exit}} - #{agent_name_descriptor} #{name} has left
  • {{system.snippets.chat_customer_end}} - Customer has ended the chat session
  • {{system.snippets.chat_customer_exit}} - Customer has left
  • {{system.snippets.chat_customer_timeout}} - Customer has timed out responding to the system and the chat session has ended
  • {{system.snippets.chat_ended}} - Chat ended
  • {{system.snippets.chat_header}} - HELP CENTER - CHAT SUPPORT
  • {{system.snippets.chat_now}} - Chat Now
  • {{system.snippets.chat_room_ready}} - A chat room is ready for you.
  • {{system.snippets.chat_support}} - CHAT SUPPORT
  • {{system.snippets.chat_window_launched}} - Chat window launched
  • {{system.snippets.choose_file}} - Choose File
  • {{system.snippets.click_button_chat}} - Click the button below to launch your chat session.
  • {{system.snippets.click_here}} - Click here
  • {{system.snippets.click_open_window}} - Clicking these links will open a new window
  • {{system.snippets.community}} - Community
  • {{system.snippets.community_answer}} - Community Answer
  • {{system.snippets.community_answers}} - Community Answers
  • {{system.snippets.community_discussions}} - Community Discussions
  • {{system.snippets.complete_registration}} - Complete Registration
  • {{system.snippets.confirm_delete}} - Are you sure you want to delete this email address?
  • {{system.snippets.contact_us}} - Contact Us
  • {{system.snippets.content_erased}} - The contents of this email, including any attachments, were erased by #{name}.
  • {{system.snippets.create_new_case}} - Create a New Case
  • {{system.snippets.created}} - Created
  • {{system.snippets.customer}} - Customer
  • {{system.snippets.customer_email_destroyed_failure}} - Error deleting the email account.
  • {{system.snippets.customer_email_destroyed_success}} - The email account has been deleted.
  • {{system.snippets.customer_email_max}} - No more email accounts can be added.
  • {{system.snippets.customer_service}} - Customer service software powered by Desk.com
  • {{system.snippets.days_ago}} - days ago
  • {{system.snippets.delete}} - delete
  • {{system.snippets.did_not_help}} - THESE DIDN'T HELP
  • {{system.snippets.discussions}} - discussions
  • {{system.snippets.duplicate_email}} - Email Address already part of your account.
  • {{system.snippets.email}} - Email
  • {{system.snippets.email_header}} - HELP CENTER - EMAIL SUPPORT
  • {{system.snippets.email_reply_error}} - There was an error while submitting this reply
  • {{system.snippets.email_reply_multi_recipient_exp}} - If you send or reply to a message with multiple recipients, any responses to the thread may show up as part of the case history, even if those exchanges aren't directed to you. In essence, the owner of the original message also owns all communication associated with that case, regardless of who the subsequent senders and recipients are. Our suggestion is to make sure that all recipients are aware of this, and that the sending of sensitive information is avoided.
  • {{system.snippets.email_reply_multi_recipient_msg}} - *Important Note on Email Sent to Multiple Recipients
  • {{system.snippets.email_reply_portal_link}} - Follow this link to view the status of your case and add additional comments:
  • {{system.snippets.email_required}} - Email address is required.
  • {{system.snippets.email_sent}} - Email Sent
  • {{system.snippets.email_success}} - Success! Your email has been sent.
  • {{system.snippets.email_support}} - EMAIL SUPPORT
  • {{system.snippets.email_transcript}} - Would you like a copy of your transcript emailed to you?
  • {{system.snippets.email_us}} - Email Us
  • {{system.snippets.email_verification_sent}} - Verification link emailed #{time_ago} ago
  • {{system.snippets.email_widget_ack_message}} - Thank you for your submission. Your question is very important to us and we will work quickly to get you a response.
  • {{system.snippets.end_chat}} - End chat
  • {{system.snippets.enter_search_term}} - Enter a search term here.
  • {{system.snippets.exceeding_max_chars}} - Exceeding max length of 5KB
  • {{system.snippets.facebook_login_failure}} - There was an issue logging in with your Facebook account.
  • {{system.snippets.facebook_login_success}} - Successfully logged in with your Facebook account.
  • {{system.snippets.file_attachment}} - File Attachment
  • {{system.snippets.first_name}} - First name
  • {{system.snippets.for_your_reference}} - For your reference this is Case #
  • {{system.snippets.forgot_password}} - Forgot your password?
  • {{system.snippets.from}} - From
  • {{system.snippets.general}} - General
  • {{system.snippets.get_satisfaction_error}} - There was an error contacting Get Satisfaction
  • {{system.snippets.go_chat}} - Go Chat
  • {{system.snippets.have_a_question}} - Have a Question? Ask or enter a search term here.
  • {{system.snippets.hello}} - Hello
  • {{system.snippets.help_center}} - Help Center
  • {{system.snippets.here}} - here
  • {{system.snippets.home}} - Home
  • {{system.snippets.hours_ago}} - hours ago
  • {{system.snippets.ideas}} - Ideas
  • {{system.snippets.identity_login_failure}} - There was an issue logging in.
  • {{system.snippets.identity_login_success}} - Successfully logged in.
  • {{system.snippets.in_reference_to_case}} - in reference to Case #
  • {{system.snippets.invalid_characters_found}} - Invalid characters found
  • {{system.snippets.invalid_credentials}} - Invalid username or password
  • {{system.snippets.invalid_email}} - Invalid email address
  • {{system.snippets.invalid_request}} - Invalid Request
  • {{system.snippets.is_typing}} - #{name} is typing
  • {{system.snippets.items}} - Items
  • {{system.snippets.last_name}} - Last name
  • {{system.snippets.last_update}} - Last Updated
  • {{system.snippets.live_chat}} - Live Chat!
  • {{system.snippets.loading}} - Loading
  • {{system.snippets.log_in}} - Log In
  • {{system.snippets.login}} - Login
  • {{system.snippets.login_failure_not_enabled}} - This login method is not enabled for this site
  • {{system.snippets.login_title}} - Login
  • {{system.snippets.login_with_facebook}} - Login with Facebook
  • {{system.snippets.login_with_twitter}} - Login with Twitter
  • {{system.snippets.logout}} - Logout
  • {{system.snippets.logout_success}} - Logout successful
  • {{system.snippets.message}} - Message
  • {{system.snippets.message_required}} - Message is required.
  • {{system.snippets.message_was_sent_to}} - This message was sent to
  • {{system.snippets.minutes_ago}} - minutes ago
  • {{system.snippets.multipass_errors_failed}} - Multipass Signature Verification Failed
  • {{system.snippets.multipass_errors_invalid}} - Multipass Data Invalid
  • {{system.snippets.multipass_errors_missing_fields}} - Multipass Fields Missing
  • {{system.snippets.multipass_errors_missing_param}} - Multipass Parameter Missing
  • {{system.snippets.multipass_login_failure}} - There was an issue logging in with your #{company_name} account.
  • {{system.snippets.multipass_login_success}} - You are now logged in with your #{company_name} account.
  • {{system.snippets.my_account}} - My Profile
  • {{system.snippets.my_cases}} - My Cases
  • {{system.snippets.name_required}} - Name is required.
  • {{system.snippets.new_email}} - Add an email address
  • {{system.snippets.next}} - Next
  • {{system.snippets.no_file_chosen}} - No file chosen
  • {{system.snippets.no_related_discussions}} - No Related Community Discussions
  • {{system.snippets.no_topics_avail}} - No topics are available.
  • {{system.snippets.not_posted_question_yet}} - We have not posted your question yet
  • {{system.snippets.not_posted_yet}} - We have not posted your email yet
  • {{system.snippets.not_shown_until_reviewed}} - It will not be shown until it has been reviewed and approved.
  • {{system.snippets.not_started_chat_yet}} - We have not started your chat yet
  • {{system.snippets.okay}} - Okay, I understand
  • {{system.snippets.optional}} - Optional
  • {{system.snippets.original_message}} - Original message
  • {{system.snippets.password}} - Password
  • {{system.snippets.password_changed}} - Password successfully changed.
  • {{system.snippets.password_confirmation}} - Password confirmation
  • {{system.snippets.password_required}} - Password is required.
  • {{system.snippets.password_reset_info}} - If you didn't ask for your password, you don't need to take any further action and can safely disregard this email. Your password will not be changed until you reset it using the link above.
  • {{system.snippets.password_reset_invalid_token}} - Invalid token, please check the link and try again
  • {{system.snippets.password_reset_link}} - you can reset your password here
  • {{system.snippets.password_reset_success}} - Please check your #{email} inbox for instructions on resetting your password
  • {{system.snippets.password_reset_title}} - Reset Your Password
  • {{system.snippets.please_see_reference}} - Please see our response below for case #
  • {{system.snippets.please_wait}} - Please wait while your question is submitted...
  • {{system.snippets.portal_login_blocked}} - Access to the Private Portal has been blocked.
  • {{system.snippets.portal_title}} - Portal
  • {{system.snippets.post_answer}} - Post Answer
  • {{system.snippets.post_public_answer}} - Post Your Public Answer
  • {{system.snippets.post_public_question}} - Post a Public Question
  • {{system.snippets.post_question}} - Post your Question
  • {{system.snippets.praise}} - Praise
  • {{system.snippets.prev}} - Prev
  • {{system.snippets.problems}} - Problems
  • {{system.snippets.qna_create_failure}} - Error submitting a question
  • {{system.snippets.qna_create_failure_answer}} - Error submitting an answer
  • {{system.snippets.qna_create_failure_answer_closed}} - This question has received the maximum number of answers.
  • {{system.snippets.qna_create_success}} - Successfully submitted a question
  • {{system.snippets.qna_create_success_answer}} - Successfully submitted an answer
  • {{system.snippets.qna_responses_unavailable}} - QNA responses are currently not available
  • {{system.snippets.question}} - Question
  • {{system.snippets.question_closed}} - This question has received the maximum number of answers.
  • {{system.snippets.question_required}} - Question is required.
  • {{system.snippets.questions}} - Questions
  • {{system.snippets.queue_item_accepted}} - You are now connected with #{agent_name_descriptor} #{name}
  • {{system.snippets.queue_item_pulled}} - You are now connected with #{agent_name_descriptor} #{name}
  • {{system.snippets.queue_item_putback}} - #{agent_name_descriptor} #{name} has placed you back into queue, please wait…
  • {{system.snippets.rated}} - rated
  • {{system.snippets.recent_chat_transcript}} - Recent Chat Transcript
  • {{system.snippets.recent_discussions}} - Recent Discussions
  • {{system.snippets.recent_qna}} - Recent Q&A
  • {{system.snippets.register}} - Create an Account
  • {{system.snippets.register_click_link}} - For security purposes, please click the following link to validate your email address
  • {{system.snippets.register_info}} - Once you've done that, you'll be able to keep track of your support case statuses and view any activity related to your cases. Thank you for registering and we look forward to providing you with exceptional support!
  • {{system.snippets.register_thankyou}} - Thank you for registering with #{company_name}'s customer support site.
  • {{system.snippets.registration_in_progress}} - Fetching your cases, please wait.
  • {{system.snippets.registration_invalid_token}} - Email token invalid, please double check the link in your email
  • {{system.snippets.registration_success}} - Please check your #{email} inbox for instructions on setting up your account
  • {{system.snippets.registration_title}} - Create an Account
  • {{system.snippets.related_discussions}} - Related Community Discussions
  • {{system.snippets.reopen_case}} - I still have an issue with this case
  • {{system.snippets.replied}} - replied
  • {{system.snippets.replies}} - replies
  • {{system.snippets.reply_to_this_case}} - Reply To This Case
  • {{system.snippets.required}} - required
  • {{system.snippets.resend}} - Resend
  • {{system.snippets.resolve_case}} - Update status to resolved
  • {{system.snippets.respond_to_reopen}} - Add a response to reopen this case
  • {{system.snippets.response_above_this_line}} - Type your response ABOVE THIS LINE to reply
  • {{system.snippets.results_found}} - results found for
  • {{system.snippets.results_found_for}} - results found for
  • {{system.snippets.score}} - Score
  • {{system.snippets.search}} - Search
  • {{system.snippets.search_results}} - Search Results
  • {{system.snippets.seconds_ago}} - seconds ago
  • {{system.snippets.send_email}} - Send Email
  • {{system.snippets.send_instructions}} - Send Instructions
  • {{system.snippets.send_text}} - Send
  • {{system.snippets.send_transcript_no}} - No
  • {{system.snippets.send_transcript_to}} - Send transcript to
  • {{system.snippets.send_transcript_yes}} - Yes
  • {{system.snippets.send_us_an_email}} - send us an email
  • {{system.snippets.send_your_email}} - Send your email
  • {{system.snippets.show_all_cases}} - Show All Cases
  • {{system.snippets.show_company_cases}} - Show My Company's Cases
  • {{system.snippets.show_last_num_days}} - Show Last #{num} Days
  • {{system.snippets.show_my_cases}} - Show My Cases
  • {{system.snippets.showing}} - Showing
  • {{system.snippets.signup_info}} - you don't need to take any further action and can safely disregard this email. Your password will not be changed until you reset it using the link above.
  • {{system.snippets.signup_password}} - we can reset your password here
  • {{system.snippets.sorry}} - Sorry. Try searching again or send us an email.
  • {{system.snippets.sorry_try_another_search}} - Sorry. Try searching again or
  • {{system.snippets.start_chat}} - Start your chat
  • {{system.snippets.status}} - Status
  • {{system.snippets.subject}} - Subject
  • {{system.snippets.subject_empty}} - (No Subject)
  • {{system.snippets.subject_required}} - Subject is required
  • {{system.snippets.success_message}} - Success! Your message has been sent
  • {{system.snippets.support}} - support
  • {{system.snippets.support_center}} - Support Center
  • {{system.snippets.support_registration}} - support registration
  • {{system.snippets.support_team}} - support team
  • {{system.snippets.thank_you}} - Thank You
  • {{system.snippets.thank_you_chat}} - Thank you for chatting with us
  • {{system.snippets.thanks_in_advance}} - Thanks in advance for your patience and support.
  • {{system.snippets.topic}} - Topic
  • {{system.snippets.topic_translation_missing}} - This topic doesn't have a translation for
  • {{system.snippets.track_support_cases}} - by adding and verifying the accounts that sent them.
  • {{system.snippets.track_support_cases_clickable}} - Track your support cases
  • {{system.snippets.transcript_sent}} - Your transcript has been sent to #{email}
  • {{system.snippets.twitter_login_failure}} - There was an issue logging in with your Twitter account.
  • {{system.snippets.twitter_login_success}} - Successfully logged in with your Twitter account.
  • {{system.snippets.unassigned}} - Unassigned
  • {{system.snippets.update_password}} - Update Password
  • {{system.snippets.updated}} - Updated
  • {{system.snippets.verif_initiation_success_create}} - Email account has been added. Please check your email inbox for a verification email.
  • {{system.snippets.verification_completion_success}} - Thank you for verifying your email
  • {{system.snippets.verification_info}} - In order to view and update your customer service cases related to this email address, you will need to verify that it belongs to you.
  • {{system.snippets.verification_initiation_success}} - Verification email was sent to #{email}. Please follow the instructions in that message to complete your registration and log in.
  • {{system.snippets.verification_intro}} - Thank you for registering the email address, (#{email}).
  • {{system.snippets.verification_link}} - Please verify this email by clicking
  • {{system.snippets.verification_thankyou}} - Thank you for verifying your email address and we look forward to providing you with outstanding support
  • {{system.snippets.verified}} - verified
  • {{system.snippets.verify}} - verify
  • {{system.snippets.verify_email_addresses}} - Verify your email address(es).
  • {{system.snippets.verify_email_for}} - Verify your email address for
  • {{system.snippets.view_all}} - View All
  • {{system.snippets.view_conversation}} - View in conversation
  • {{system.snippets.welcome}} - Welcome
  • {{system.snippets.welcome_guest}} - Welcome, Guest
  • {{system.snippets.wrote}} - wrote
  • {{system.snippets.your_email}} - Your email address
  • {{system.snippets.your_name}} - Your name
  • {{system.snippets.your_post_submitted}} - Your post is being submitted to a moderator
  • {{system.snippets.your_question}} - What is your question?
  • {{system.snippets.your_request_for}} - Your request for

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