Understanding Tags for Smart Rules

Last week, we took a look at how useful tags could be when it comes to taking the pain out of setting notifications. Today, let us delve into the various tags that are available to make Smart Rules, smarter.

Email Recipients

Tags in Email Recipients Field
Tags in Email Recipients Field

Checking off these tags will insert the following content in the form field or the text area:

  1. all_category_staff – Support staff from all categories are added.
  2. all_participant_clients – Includes all the concerned parties, both support staff involved and clients.
  3. all_staff_subscribers – All support staff subscribed to a ticket.
  4. assigned_staff – Support team member(s) assigned to this ticket.
  5. client – Customer who created the ticket.

Email Subject

Tags in Email Subject Field
Tags in Email Subject Field
  1. category_name – Name of the category the ticket belongs to.
  2. client_name – Name of the client who sent the support query.
  3. client_email – Email address of the customer.
  4. http_url – URL of the support page.
  5. priority – Ticket Priority.
  6. staff_name – Name of the support team member handling the ticket.
  7. status – Status of the ticket in the queue.
  8. subject – Email subject.
  9. ticket_url – URL of the ticket in question.
  10. ticket_id – Ticket Number.

Email Subject

Tags in the Body of the Email
Tags in the Body of the Email
  1. all_replies – The entire conversation in the ticket.
  2. category_name – Name of the category the ticket belongs to.
  3. category_signature – The signature associated to each category of the HappyFox instance.
  4. client_name – Name of the client who sent the support query.
  5. client_email – Email address of the customer.
  6. http_url – URL of the support page.
  7. priority – Ticket Priority.
  8. staff_name – Name of the support team member handling the ticket.
  9. status – Status of the ticket in the queue.
  10. subject – Email subject.
  11. ticket_url – URL of the ticket in question.
  12. ticket_id – Ticket Number.

To learn more about Smart Rules head over here. Got any questions about using tags or smart rules? Leave comment or ping us at support@blog.happyfox.com and we would be happy to help!