Below is a list of variables that can be inserted into macros to populate them with customer data from third-party apps.To use variables from another app, please ensure that you’ve added it as an integration first.How it worksOnce you set up a variab

<p>Variables let you auto-populate customer and ticket data into a macro so you don&apos;t have to copy information manually. When a macro with variables is applied to a ticket, Gorgias replaces each variable with the relevant data from your helpdesk. If the data isn&apos;t available for that ticket, the variable is replaced with a blank space.</p><hr>
<h3 id="requirements">Requirements</h3><ul>
<li>Available on all <a href="https://www.gorgias.com/pricing">Helpdesk plans</a></li><li>The account owner, <a href="https://docs.gorgias.com/en-US/user-permissions-196938">admins</a>, and <a href="https://docs.gorgias.com/en-US/user-permissions-196938">leads</a> can create and manage macros</li><li>Everyone can apply a macro to a ticket</li><li>Ecommerce variables are only available when you <a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893">connect a store to Gorgias</a></li>
</ul><hr>
<h2 id="add-variables-to-a-macro">Add variables to a macro</h2><p>When creating a macro, you can use the variable selectors at the bottom of the macro editor to add a variable placeholder into the body of your macro.</p><ol>
<li>From your helpdesk, click the <strong>dropdown menu</strong> in the top-left corner.</li><li>Select <strong>Workflows</strong>.</li><li>In the menu, locate <strong>Tools</strong>, then select <strong>Macros</strong>.</li><li>Click <strong>Create macro</strong> in the top-right corner.</li><li>Write your message body, then use the variable dropdown at the bottom of the reply box to browse and insert variables. The dropdown is labeled with the type of variable (e.g., <strong>Ticket customer</strong>, <strong>Current agent</strong>, <strong>Shopify</strong>, <strong>BigCommerce</strong>, <strong>Magento 2</strong>, etc.).</li>
</ol><p>If the variable you&#x2019;re looking for isn&#x2019;t included in the variable selectors, you can manually enter the variable by typing it between double curly brackets in the macro&#x2019;s response text. For example, if you&#x2019;d like to include a ticket&#x2019;s ID in your response, include <code>{{ticket.id}} </code>in the macro editor:</p><pre><code>Thanks for reaching out, we&apos;ve received your message. A representative from our team should be in touch in the next 48 hours. If 48 hours pass and you still haven&apos;t heard from us, send an email to escalations@acme.com and reference your case ID for us to investigate further.

Your case ID is {{ticket.id}}.
</code></pre><p>Browse the tables below for variables you can add to your macros and their formatting.</p><div class="note-callout"><strong>Note:</strong> To use variables from a third-party app, install the app first.</div><h2 id="ticket-variables">Ticket variables</h2><table>
  <tr>
   <td><strong>Variable</strong>
   </td><td><strong>Description</strong>
   </td>
  </tr><tr>
   <td><code>{{ticket.channel}}</code>
   </td><td>Ticket channel
   </td>
  </tr><tr>
   <td><code>{{ticket.subject}}</code>
   </td><td>Ticket subject
   </td>
  </tr><tr>
   <td><code>{{ticket.messages[0].body_html}}</code>
   </td><td>First message in the thread (HTML format)
   </td>
  </tr><tr>
   <td><code>{{ticket.messages[1].body_html}}</code>
   </td><td>Second message in the thread
   </td>
  </tr><tr>
   <td><code>{{ticket.messages[-1].body_html}}</code>
   </td><td>Last message in the thread
   </td>
  </tr><tr>
   <td><code>{{ticket.messages[-2].body_html}}</code>
   </td><td>Message before the last message
   </td>
  </tr><tr>
   <td><code>{{ticket.id}}</code>
   </td><td>Ticket ID
   </td>
  </tr><tr>
   <td><code>{{ticket.last_message_datetime}}</code>
   </td><td>Last message datetime
   </td>
  </tr><tr>
   <td><code>{{ticket.created_datetime}}</code>
   </td><td>Ticket created datetime
   </td>
  </tr><tr>
   <td><code>{{ticket.updated_datetime}}</code>
   </td><td>Ticket updated datetime
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.id}}</code>
   </td><td>Customer ID (from sidebar)
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.firstname}}</code>
   </td><td>Customer first name (from sidebar)
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.email}}</code>
   </td><td>Customer email (from sidebar)
   </td>
  </tr><tr>
   <td><code>{{ticket.sender.email}}</code>
   </td><td>Sender email
   </td>
  </tr><tr>
   <td><code>{{ticket.assignee_user.id}}</code>
   </td><td>Ticket assignee ID
   </td>
  </tr><tr>
   <td><code>{{ticket.assignee_user.email}}</code>
   </td><td>Ticket assignee email
   </td>
  </tr><tr>
   <td><code>{{ticket.assignee_user.name}}</code>
   </td><td>Ticket assignee name
   </td>
  </tr><tr>
   <td><code>{{current_user.id}}</code>
   </td><td>Current user ID
   </td>
  </tr><tr>
   <td><code>{{current_user.firstname}}</code>
   </td><td>Current user first name
   </td>
  </tr><tr>
   <td><code>{{current_user.lastname}}</code>
   </td><td>Current user last name
   </td>
  </tr><tr>
   <td><code>{{current_user.name}}</code>
   </td><td>Current user full name
   </td>
  </tr><tr>
   <td><code>{{current_user.email}}</code>
   </td><td>Current user email
   </td>
  </tr><tr>
   <td><code>{{current_user.bio}}</code>
   </td><td>Current user bio
   </td>
  </tr>
</table><p>To reference the ticket URL, combine the static base URL with the ticket ID variable: <code>https://YOURDOMAIN.gorgias.com/app/ticket/{{ticket.id}}</code></p><p>All <code>current_user</code> variables except <code>{{current_user.bio}}</code> can also be used in <a href="https://docs.gorgias.com/en-US/custom-http-widgets-81940">custom redirection links</a>.</p><p>If a message&apos;s content is not in HTML format &#x2014; for example, offline capture messages &#x2014; use <code>{{ticket.messages[0].body_text}}</code> instead of <code>body_html</code>.</p><div class="note-callout"><strong>Note:</strong> When a macro is applied by a rule (rather than manually by an agent), all <code>current_user</code> variables default to the account owner.</div><h2 id="date-variables">Date variables</h2><p>You can format dates using <a href="https://momentjs.com/docs/#/displaying/format/">moment.js</a> syntax with the <code>datetime_format</code> filter. The examples below use a Shopify refund date, but the same filter works on any datetime variable.</p><table>
  <tr>
   <td><strong>Variable</strong>
   </td><td><strong>Output format</strong>
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].refunds[0].processed_at|datetime_format(&quot;MMM Do YY&quot;)}}</code>
   </td><td>Mar 22nd 18
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].refunds[0].processed_at|datetime_format(&quot;L&quot;)}}</code>
   </td><td>03/22/2018
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].refunds[0].processed_at|datetime_format(&quot;DD-MM-YYYY&quot;)}}</code>
   </td><td>22-03-2018
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].refunds[0].processed_at|datetime_format(&quot;d.M.YYYY&quot;)}}</code>
   </td><td>22.3.2018
   </td>
  </tr>
</table><h2 id="ecommerce-variables">Ecommerce variables</h2><h3 id="shopify">Shopify</h3><table>
  <tr>
   <td><strong>Variable</strong>
   </td><td><strong>Description</strong>
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.email}}</code>
   </td><td>Customer email
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.first_name}}</code>
   </td><td>Customer first name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.last_name}}</code>
   </td><td>Customer last name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.phone}}</code>
   </td><td>Customer phone
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.default_address.address1}}</code>
   </td><td>Address line 1
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.default_address.address2}}</code>
   </td><td>Address line 2
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.default_address.city}}</code>
   </td><td>City
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.default_address.zip}}</code>
   </td><td>ZIP code
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.customer.default_address.province_code}}</code>
   </td><td>Province/state code
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].id}}</code>
   </td><td>Last order ID
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].line_items[0].name}}</code>
   </td><td>First product name in last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].line_items[1].name}}</code>
   </td><td>Second product name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].line_items[2].name}}</code>
   </td><td>Third product name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].line_items[0].variant_title}}</code>
   </td><td>Variant name of first product
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].total_price}}</code>
   </td><td>Total price of last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].payment_details.credit_card_number}}</code>
   </td><td>Last 4 digits of credit card
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.shopify.orders[0].refunds[0].processed_at|datetime_format(&quot;L&quot;)}}</code>
   </td><td>Refund processed date (MM/DD/YYYY)
   </td>
  </tr>
</table><p>Use <code>orders[0]</code> for the most recent order, <code>orders[1]</code> for the second most recent, and so on. The same indexing applies to <code>line_items</code>.</p><h3 id="bigcommerce">BigCommerce</h3><table>
  <tr>
   <td><strong>Variable</strong>
   </td><td><strong>Description</strong>
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.first_name}}</code>
   </td><td>Customer first name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.last_name}}</code>
   </td><td>Customer last name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.email}}</code>
   </td><td>Customer email
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.phone}}</code>
   </td><td>Customer phone
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.addresses[0].address1}}</code>
   </td><td>Address line 1
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.addresses[0].address2}}</code>
   </td><td>Address line 2
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.addresses[0].city}}</code>
   </td><td>City
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.addresses[0].postal_code}}</code>
   </td><td>Postal code
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.addresses[0].state_or_province}}</code>
   </td><td>State or province
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.customer.addresses[0].country}}</code>
   </td><td>Country
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.orders[0].id}}</code>
   </td><td>Last order ID
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.orders[0].message}}</code>
   </td><td>Customer order message
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.orders[0].bc_products[0].name}}</code>
   </td><td>First product name in last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.orders[0].bc_products[1].name}}</code>
   </td><td>Second product name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.orders[0].bc_products[2].name}}</code>
   </td><td>Third product name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.orders[0].items_total}}</code>
   </td><td>Total number of items in last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.orders[0].staff_notes}}</code>
   </td><td>Staff notes on last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.bigcommerce.draft_orders[0].draft_order_url}}</code>
   </td><td>URL of last draft order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.draft_orders[0].bc_products[0].name}}</code>
   </td><td>First product in last draft order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.bigcommerce.draft_orders[0].bc_products[1].name}}</code>
   </td><td>Second product in last draft order
   </td>
  </tr>
</table><div class="note-callout"><strong>Note:</strong> Some BigCommerce variables use <code>ticket.customer.bigcommerce</code> (without <code>integrations</code>) while others use <code>ticket.customer.integrations.bigcommerce</code>. Use the paths exactly as shown above.</div><h3 id="magento-2">Magento 2</h3><table>
  <tr>
   <td><strong>Variable</strong>
   </td><td><strong>Description</strong>
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.customer.firstname}}</code>
   </td><td>Customer first name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.customer.lastname}}</code>
   </td><td>Customer last name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.customer.email}}</code>
   </td><td>Customer email
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.customer.dob|datetime_format(&quot;MMMM d YYYY&quot;)}}</code>
   </td><td>Customer date of birth
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.orders[0].extension_attributes.shipping_assignments[0].shipping.address.telephone}}</code>
   </td><td>Phone number used in last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.orders[0].store_name}}</code>
   </td><td>Store name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.orders[0].grand_total}}</code>
   </td><td>Total price of last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.orders[0].order_currency_code}}</code>
   </td><td>Currency of last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.orders[0].items[0].name}}</code>
   </td><td>First product name in last order
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.orders[0].items[0].base_price_incl_tax}}</code>
   </td><td>Price of first item (tax included)
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.orders[0].items[0].sku}}</code>
   </td><td>SKU of first item
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.integrations.magento2.shipments[0].tracks[0].title}}</code>
   </td><td>Shipping company for last shipment
   </td>
  </tr>
</table><p>For additional items in an order, increase the index number: <code>items[1]</code>, <code>items[2]</code>, etc.</p><h3 id="woocommerce">WooCommerce</h3><p>WooCommerce variables cannot be selected from the variable dropdown in the macro editor, but you can manually type the variables described in the table below to use them. Each variable path requires your store&apos;s unique UUID.</p><h4 id="find-your-store-uuid">Find your store UUID</h4><ol>
<li>Open any ticket where the customer has a WooCommerce order.</li><li>Click the <strong>gear icon</strong> at the top right of the customer section to open the sidebar settings and view all available WooCommerce data.</li><li>Scroll to the <strong>Store</strong> section and locate the <strong>uuid</strong> field.</li><li>Copy the UUID value and use it in your variable paths, replacing <code>uuid</code> in the examples below. Keep the quotation marks around the UUID value in the variable path.</li>
</ol><div class="note-callout"><strong>Tip:</strong> Add the WooCommerce store widget to your ticket sidebar to keep your UUID on hand.</div><table>
  <tr>
   <td><strong>Variable</strong>
   </td><td><strong>Description</strong>
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].store.display_name}}</code>
   </td><td>Store display name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].orders[0].number}}</code>
   </td><td>Last order number
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].shopper.first_name}}</code>
   </td><td>Customer first name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].shopper.last_name}}</code>
   </td><td>Customer last name
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].shopper.email_address}}</code>
   </td><td>Customer email address
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].shopper.phone_number}}</code>
   </td><td>Customer phone number
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].shopper.birthdate}}</code>
   </td><td>Customer birthdate
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].addresses[0].line_1}}</code>
   </td><td>Street address line 1
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].addresses[0].line_2}}</code>
   </td><td>Street address line 2
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].addresses[0].city}}</code>
   </td><td>City
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].addresses[0].state}}</code>
   </td><td>State
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].addresses[0].zip_code}}</code>
   </td><td>ZIP code
   </td>
  </tr><tr>
   <td><code>{{ticket.customer.ecommerce_data[&quot;uuid&quot;].addresses[0].country}}</code>
   </td><td>Country
   </td>
  </tr>
</table><h2 id="back-office-variables">Back-office variables</h2><p>If you have an <a href="https://docs.gorgias.com/en-US/connect-external-apps-to-gorgias-and-create-sidebar-widgets-81822">HTTP integration</a> that pulls data from a custom back-office system, you can use that data in macros too. Each back-office is unique, so you&apos;ll need to find the integration ID and follow the data structure to build your variable path.</p><ol>
<li>From your helpdesk, click the <strong>Settings</strong> icon in the bottom-left corner.</li><li>In the menu, locate <strong>Account</strong>, then select <strong>HTTP integration</strong>.</li><li>Select the <strong>Manage tab</strong>, then select your HTTP integration from the list.</li><li>Copy the integration ID from the end of the URL. For example, if the URL is <code>https://YOURDOMAIN.gorgias.com/app/integrations/http/9141</code>, the integration ID is <code>9141</code>.</li><li>Open a ticket that has back-office data loaded in the sidebar.</li><li>Click the <strong>gear icon</strong> at the top right of the customer section to open the sidebar settings and view all available data fields.</li><li>Follow the data structure to identify the variable names you need. All back-office variables take this form: <code>{{ticket.customer.integrations[9141].data.delivery_cost}}</code></li>
</ol><p>The base path for any back-office variable is <code>ticket.customer.integrations[{{integration_id}}]</code>.</p><hr>
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Add email to Klaviyo via Flows

Show LoyaltyLion points balance via Flows

Manage Recharge subscription via Flows

Templates for one-step Flows

Flows

Order Management 101

Configure Track Order option

Configure Cancel Order option

Order statuses and possible shopper actions

Return Flow

Report order issue

Order Management

Answer chat tickets with automatic Article Recommendations (BigCommerce and Magento)

Article Recommendations

Automation features (Flows & Order Management)

AI Agent & automation features

Gorgias Bot

Add two-factor authentication (2FA) to your Gorgias account

Search in Gorgias

Create filters for Gorgias views and advanced search

Create a ticket

Handle tickets in Gorgias

Assign tickets manually

Other ticket management features

Snooze Gorgias tickets

Merge Gorgias tickets

Assign priority to tickets in Gorgias

Manage automatic ticket assignment in Gorgias

Take action on tickets in bulk

Export tickets from Gorgias

Add internal notes to tickets

Keyboard shortcuts

Tickets auto-merge

Review customer history in Gorgias

Translate tickets in Gorgias

Handle Gorgias Voice tickets

Forward calls into or out of Gorgias

Listen in on active Gorgias Voice calls

Match Customer by Shopify Default Address Phone Number

Voice FAQ

Voice Troubleshooting

Tickets

Use intents and sentiments to prioritize and route tickets

Customer Intents

Customer Sentiments

Intents & Sentiments

Manage Gorgias notifications

Notifications

Daily operations

Introducing: Multiple store management in Gorgias

Set business hours for Gorgias Support Channels

Gorgias mobile app

Languages Gorgias can detect

Accessing Incognito Mode

Set SLA policies in Gorgias

Set up custom SSO for Gorgias

Manage Gorgias account access

Add a phone number to Gorgias

Manage phone numbers in Gorgias

Available phone numbers on Gorgias

Gorgias Voice and SMS coverage regions

Add Shopify metafields to Gorgias

Manage stores in Gorgias

Send and receive email from Gorgias with the Gmail integration

Send and receive email from Gorgias with the Outlook integration (Microsoft 365)

Email: Connect your email and set up automatic forwarding

Switch from an email integration to email forwarding

Email: Import email into Gorgias

Add an email signature

Connect your Email to your store

Email FAQ

Domain Verification

Email

Chat: Set up Gorgias chat integrations

Email capture

Gorgias Chat FAQs

Manage whether chat is visible to customers

Deflect Gorgias chat conversations with an automated interaction

Dynamic wait time

Live and offline mode

Chat: Capture requests outside of business hours

Automatic Online/Offline Status

Video in Gorgias Chat

Chat Campaigns

Configure multiple languages for chat and chat automation features

Chat Transcript

Gorgias Chat Privacy Disclosure & Consent

Chat size and weight information

Install Campaign bundle

Add Chat to your Shopify checkout page

Add Gorgias Chat domains to your allowlist

Advanced Chat customization

Basic Chat customization

Chat

Guide to Gorgias Voice

Set up Voice to make and receive calls in Gorgias

Voice

Channels