Merge fields
Drop ticket details, names and links into emails with {{double braces}}, so every message is specific without retyping.
Merge fields are placeholders in double braces that fill in when an email is sent. Instead of "Your request has an update," say "Hi Dana Reyes, FR-42 (Back door won't latch) is scheduled for Thursday."
You can use them in step emails, reminders and built-in emails. The editor shows a list to click and insert, so you don't need to memorize them.
The ones you'll use most
| Merge field | Becomes |
|---|---|
{{ticket.id}} |
FR-42 |
{{ticket.title}} |
Back door won't latch |
{{ticket.step}} / {{ticket.status}} |
Where the ticket is now |
{{ticket.due_date}} |
Oct 3, 2026 |
{{ticket.owner}} |
The owner's name |
{{ticket.fields}} |
Every detail the requester can see, one line each |
{{requester.name}} / {{requester.email}} |
Who asked |
{{company.name}} / {{stack.name}} |
Your company and the stack |
| {{appointment.when}} / {{appointment.with}} | An appointment booked on the form: "Tuesday, November 10 at 10:00 AM" and who it's with |
| {{checklist.done}} / {{checklist.total}} / {{checklist.left}} | A checklist's progress: 5, 10, and the items still to do |
Your own fields work too, as {{field.<key>}}. The editor lists them by name, so just click to insert.
Tip: {{ticket.fields}} is the quickest way to send a store manager everything they need in one email. Fields marked Private are left out of it.
Related
- Step emails (notifications)Email the requester, owner, watchers or a store's shared inbox when a ticket reaches a step, in your own words.
- Built-in emailsChange the wording of the emails TicketStacker sends for you: request confirmations, assignments, mentions, invites and location notices.
- RemindersNudge the owner, requester or a location when a ticket sits in a step too long, and keep nudging until it moves.
🧭 See it in a how-to guide
- Track customer orders and keep customers posted · 30 minutes
Still stuck? Email hello@ticketstacker.com. A real person reads every message.