Macro Variables
Updated 1 month ago
by
Yohan Loyer
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 works
Once you set up a variable within a macro, each time that you use this macro the system will replace the variable with a relevant piece of customer data. Here's a quick step-by-step below:
Setup instructions
Please find a list of some of the most common macro variable setups below!
Ticket variables
- Ticket channel:
{{ticket.channel}} - Ticket subject:
{{ticket.subject}} - Message body:
{{ticket.messages[0].body_text}} (no negative) ←for chat
{{ticket.messages[0].stripped_text}} ←for email
These will pull the first message on every ticket. If you want to pull the second message please use [1] and so on.
- Receiver email:
{{ticket.receiver.email}} - Ticket id:
{{ticket.id}} - Ticket customer id:
{{ticket.customer.id}} - Ticket customer email:
{{ticket.customer.email}} - Ticket url:
https://sfbycicles.gorgias.com/app/ticket/{{ticket.id}}/
Please note that we will use the Gorgias subdomain 'sfbycicles' in these examples, but this is where you will want to put your Gorgias account subdomain.
- Ticket sender’s email:
{{ticket.sender.email}} - Ticket assignee email:
{{ticket.assignee_user.email}} - Last message datetime:
{{ticket.last_message_datetime}} - Ticket created datetime:
{{ticket.created_datetime}} - Ticket updated datetime:
{{ticket.updated_datetime}}
Date variables
You can format the date using the moment.js syntax. See below some examples:
- Refund date formatted like "Mar 22nd 18":
{{ticket.customer.integrations.shopify.orders[0].refunds[0].processed_at|datetime_format("MMM Do YY")}} - Refund date formatted like "03/22/2018":
{{ticket.customer.integrations.shopify.orders[0].refunds[0].processed_at|datetime_format("L")}}
Shopify variables
- Customer id:
{{ticket.customer.integrations.shopify.customer.email}} - Customer's address:
{{ticket.customer.integrations.shopify.customer.default_address.address1}},{{ticket.customer.integrations.shopify.customer.default_address.address2}},{{ticket.customer.integrations.shopify.customer.default_address.zip}},{{ticket.customer.integrations.shopify.customer.default_address.city}},{{ticket.customer.integrations.shopify.customer.default_address.province}} - Last order id:
{{ticket.customer.integrations.shopify.orders[0].id}} - Tracking url of the last order:
{{ticket.customer.integrations.shopify.orders[0].fulfillments[0].tracking_url}} - Product name:
{{ticket.customer.integrations.shopify.orders[0].line_items[0].name}} - Variant name:
{{ticket.customer.integrations.shopify.orders[0].line_items[0].variant_title}} - Credit card number:
{{ticket.customer.integrations.shopify.orders[0].payment_details.credit_card_number}} - Refund process date:
{{ticket.customer.integrations.shopify.orders[0].refunds[0].processed_at|datetime_format("L")}}
Magento variables
- Order number:
{{ticket.customer.integrations.magento2.orders[0].increment_id}}- Tracking ID of last shipment:
{{ticket.customer.integrations.magento2.orders[0].created_at|datetime_format("MMMM d YYYY")}}- Tracking number:
{{ticket.customer.integrations.magento2.orders[0].last_shipment.last_track.track_number}}- Tracking URL:
{{ticket.customer.integrations.magento2.orders[0].last_shipment.last_track.tracking_url}}- Shipping street:
{{ticket.customer.integrations.magento2.orders[0].extension_attributes.shipping_assignments[0].shipping.address.street[0]}}- Shipping city:
{{ticket.customer.integrations.magento2.orders[0].extension_attributes.shipping_assignments[0].shipping.address.city}}- Shipping country:
{{ticket.customer.integrations.magento2.orders[0].extension_attributes.shipping_assignments[0].shipping.address.country_id}}- Shipping postcode:
{{ticket.customer.integrations.magento2.orders[0].extension_attributes.shipping_assignments[0].shipping.address.postcode}}Big Commerce variables
- Big Commerce Data:
{{ticket.customer.data}} - First Name:
{{ticket.customer.data.firstname}} - Last Name:
{{ticket.customer.data.last_name}} - Phone:
{{ticket.customer.data.phone}} - Big Commerce Order Id:
{{ticket.customer.data.orders[0].id}} - Customer message:
{{ticket.customer.data.orders[0].message}} - Date created:
{{ticket.customer.data.orders[0].date_created}} - Date shipped:
{{ticket.customer.data.orders[0].date_shipped}} - Items shipped:
{{ticket.customer.data.orders[0].order_products[0].name}} - Items total:
{{ticket.customer.data.orders[0].items_total}} - Refunded amount:
{{ticket.customer.data.orders[0].refunded_amount}} - Staff notes:
{{ticket.customer.data.orders[0].staff_notes}} - Status:
{{ticket.customer.data.orders[0].status}} - Total inc tax:
{{ticket.customer.data.orders[0].total_inc_tax}} - Date created:
{{ticket.customer.data.orders[0].shipments[0].date_created}} - Shipping provider:
{{ticket.customer.data.orders[0].shipments[0].shipping_provider}} - Tracking link:
{{ticket.customer.data.orders[0].shipments[0].tracking_link}} - Tracking number:
{{ticket.customer.data.orders[0].shipments[0].tracking_number}} - City:
{{ticket.customer.data.orders[0].shipping_addresses[0].city}} - Company:
{{ticket.customer.data.orders[0].shipping_addresses[0].company}} - Country:
{{ticket.customer.data.orders[0].shipping_addresses[0].country}} - Country iso2:
{{ticket.customer.data.orders[0].shipping_addresses[0].country_iso2}} - Email:
{{ticket.customer.data.orders[0].shipping_addresses[0].email}} - First name:
{{ticket.customer.data.orders[0].shipping_addresses[0].first_name}} - Last name:
{{ticket.customer.data.orders[0].shipping_addresses[0].last_name}} - Phone:
{{ticket.customer.data.orders[0].shipping_addresses[0].phone}} - State:
{{ticket.customer.data.orders[0].shipping_addresses[0].state}} - Street 1:
{{ticket.customer.data.orders[0].shipping_addresses[0].street_1}} - Street 2:
{{ticket.customer.data.orders[0].shipping_addresses[0].street_2}} - Zip:
{{ticket.customer.data.orders[0].shipping_addresses[0].zip}}
Back-office variables
Back-office variables are a bit harder to use, since each back-office is unique. For instance, you can display the ETA of an order, or the order_count of a customer.
To use a variable from your back-office in a macro, follow the steps below:
- Go to the HTTP integration's page that you use to fetch back-office data.
- On this page, copy the
integration_idat the end of the URL. For instance, if the URL ishttps://sfbicycles.gorgias.com/app/integrations/http/9141, theintegration_idis '9141'. - Now, the path to your integration is
ticket.customer.integrations[{{integration_id}}] - Head over to a ticket that contains back-office data, and click on the gear icon.
- Now, follow the data structure to find the names of the variables. All variables have this form:
{{ticket.customer.integrations[9141].data.delivery_cost}}
You can have a look at this video tutorial as well for further guidance:
That's it! This is probably one of the most complex parts of Gorgias.
