Global Placeholders

Features

• Use live ticket metrics as placeholders in any customizable message - ticket opening messages, welcome messages, statistics channel names, and more.
• Display global utilization, estimated wait times, and queue status across your entire support system.
• Show per-topic metrics to give users specific information about the topic they selected.
• Placeholders update automatically based on real-time ticket data.

Setup

• Enable Ticket Utilization and/or Estimated Wait Time in your dashboard.
• Use the placeholders below in any customizable message field (ticket opening messages, welcome messages, statistics channel names, etc.).

Available placeholders

Global metrics

These placeholders show metrics across all tickets in the system.

Placeholder	Description
%globalUtilization%	The current ticket utilization as a formatted percentage (e.g. "75%"). Requirement Requires Ticket Utilization to be enabled.
%globalUtilizationCount%	The number of currently open tickets. Requirement Requires Ticket Utilization to be enabled.
%globalUtilizationEmoji%	A visual indicator emoji based on the current utilization level (green circle, yellow circle, or red circle). Requirement Requires Ticket Utilization to be enabled.
%globalEstimatedWaitTime%	The estimated wait time as a formatted duration (e.g. "15 minutes"). Requirement Requires Estimated Wait Time to be enabled.
%globalEstimatedWaitTimeMinutes%	The estimated wait time as a number in minutes. Requirement Requires Estimated Wait Time to be enabled.

Per-topic metrics

These placeholders show metrics for a specific ticket topic. Replace {topicID} with the unique ID of the topic.

Placeholder	Description
%topicUtilization-{topicID}%	The utilization percentage for the specified topic. Requirement Requires Ticket Utilization to be enabled and the topic to have utilization enabled.
%topicUtilizationCount-{topicID}%	The number of currently open tickets for the specified topic. Requirement Requires Ticket Utilization to be enabled and the topic to have utilization enabled.
%topicUtilizationEmoji-{topicID}%	A visual indicator emoji for the specified topic's utilization level. Requirement Requires Ticket Utilization to be enabled and the topic to have utilization enabled.
%topicEstimatedWaitTime-{topicID}%	The estimated wait time for the specified topic as a formatted duration. Requirement Requires Estimated Wait Time to be enabled.
%topicEstimatedWaitTimeMinutes-{topicID}%	The estimated wait time for the specified topic in minutes. Requirement Requires Estimated Wait Time to be enabled.

Info

If a placeholder's required feature is not enabled or no data is available, the placeholder resolves to "Not available".

Where to use them

Global placeholders can be used in any customizable message field, including:

• Ticket opening messages - show users the current queue status before they open a ticket.
• Welcome messages - inform users about expected wait times when their ticket is created.
• Statistics channel names - display live metrics in voice channel names (updated every 15 minutes).
• Utilization messages - enrich utilization warnings with specific numbers.
• Estimated wait time messages - combine global and topic-specific wait times.

Tipp

When a message template receives both global placeholders and its own built-in placeholders (like %topic% or %userID%), the built-in placeholders take priority if there is a name collision.