Use variables in macrosUpdated 6 days ago

Variables let you auto-populate customer and ticket data into a macro so you don'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't available for that ticket, the variable is replaced with a blank space.

Requirements

• Available on all Helpdesk plans
• The account owner, admins, and leads can create and manage macros
• Everyone can apply a macro to a ticket
• Ecommerce variables are only available when you connect a store to Gorgias

Add variables to a macro

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.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Tools, then select Macros.
4. Click Create macro in the top-right corner.
5. 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., Ticket customer, Current agent, Shopify, BigCommerce, Magento 2, etc.).

If the variable you’re looking for isn’t included in the variable selectors, you can manually enter the variable by typing it between double curly brackets in the macro’s response text. For example, if you’d like to include a ticket’s ID in your response, include {{ticket.id}} in the macro editor:

1Thanks for reaching out, we'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't heard from us, send an email to [email protected] and reference your case ID for us to investigate further.
2
3Your case ID is {{ticket.id}}.
4

Browse the tables below for variables you can add to your macros and their formatting.

Ticket variables

To reference the ticket URL, combine the static base URL with the ticket ID variable: https://YOURDOMAIN.gorgias.com/app/ticket/{{ticket.id}}

All current_user variables except {{current_user.bio}} can also be used in custom redirection links.

If a message's content is not in HTML format — for example, offline capture messages — use {{ticket.messages[0].body_text}} instead of body_html.

Date variables

You can format dates using moment.js syntax with the datetime_format filter. The examples below use a Shopify refund date, but the same filter works on any datetime variable.

Ecommerce variables

Shopify

Use orders[0] for the most recent order, orders[1] for the second most recent, and so on. The same indexing applies to line_items.

BigCommerce

Magento 2

For additional items in an order, increase the index number: items[1], items[2], etc.

WooCommerce

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's unique UUID.

Find your store UUID

1. Open any ticket where the customer has a WooCommerce order.
2. Click the gear icon at the top right of the customer section to open the sidebar settings and view all available WooCommerce data.
3. Scroll to the Store section and locate the uuid field.
4. Copy the UUID value and use it in your variable paths, replacing uuid in the examples below. Keep the quotation marks around the UUID value in the variable path.

Back-office variables

If you have an HTTP integration that pulls data from a custom back-office system, you can use that data in macros too. Each back-office is unique, so you'll need to find the integration ID and follow the data structure to build your variable path.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Account, then select HTTP integration.
3. Select the Manage tab, then select your HTTP integration from the list.
4. Copy the integration ID from the end of the URL. For example, if the URL is https://YOURDOMAIN.gorgias.com/app/integrations/http/9141, the integration ID is 9141.
5. Open a ticket that has back-office data loaded in the sidebar.
6. Click the gear icon at the top right of the customer section to open the sidebar settings and view all available data fields.
7. Follow the data structure to identify the variable names you need. All back-office variables take this form: {{ticket.customer.integrations[9141].data.delivery_cost}}

The base path for any back-office variable is ticket.customer.integrations[{{integration_id}}].