DeskDay allows you to use dynamic variables in email templates, notification templates, and signatures.
These variables automatically pull real-time data into emails and notifications — ensuring messages are accurate, personalized, and context-aware.
This document lists all supported variables and where they apply.
Account and authentication variables
These are primarily used in invitation, verification, and password-related emails.
Link button
Used in invitation emails for both technicians and customer users.
Adds an “activate account” button embedded with the activation link.
Redirect link
Used in invitation emails for both technicians and customer users.
Provides a direct URL for account activation.
Code
Used in:
Reset password emails
Sign-in emails
Provides the OTP code for login or password reset.
Customer portal URL
Used only in user verification emails (sent after password setup to users).
Provides:
IT-Connect portal link
If branded, the branded URL is used
Teams app link
Used only in user verification emails (sent after password setup to users).
Provides link to add the IT-Connect app to Microsoft Teams.
iOS app link
Used only in user verification emails (sent after password setup to users).
Provides App Store link to install IT-Connect.
Android app link
Used only in user verification emails (sent after password setup to users).
Provides Play Store link to install IT-Connect.
Windows app download link
Used only in user verification emails (sent after password setup to users).
Provides Windows download link for IT-Connect.
macOS app download link
Used only in user verification emails (sent after password setup to users).
Provides macOS download link for IT-Connect.
Service item and organization variables
These variables are used in ticket, project, and task templates to dynamically insert real-time data related to service items, customers, assignments, timing, and company information.
Added by teammate
Displays the name of the technician who made the change.
Age
Time from creation to the present.
Assignee
Name of the technician assigned.
Billable status
Indicates whether the service item is billable or non-billable.
Budgeted hours
The number of hours allocated.
Company address
Address of the MSP or parent company.
Company brand name
The brand name configured for your MSP.
Company name
Your organization’s name.
Country
Country of the organization.
Created time
The time when the ticket, project, or task was created.
Current status
Displays the current status of the service item.
Customer code
Customer Identifier – A unique code assigned to each customer.
Customer name
Name of the customer linked to the service item.
Description
Detailed description added on the service item.
Estimated end time
Expected completion time added on the service item.
ID number
Unique identifier for the ticket, project, or task.
Impact
The business impact added on the service item.
Location
Location associated with the service item.
Old status
Displays the previous status when a status change occurs.
Priority
The priority level assigned.
Scheduled time
The scheduled time for the service item to contact user if any.
Sender
Indicates who sent the chat message.
SLA name
The service level agreement linked to the item.
Source
Indicates how the ticket was created.
Example: Email, Level, Datto, or other integrations.
State
State or region of the company.
Service owner
Ticket owner, project owner, or task owner.
SubType
Sub-classification of the service item.
Summary
The ticket, project, or task summary.
Tag
Tags associated with the service item.
Type
The type added on the service item.
Urgency
The urgency level added on the service item.
Username
The user who raised the ticket or is experiencing the issue.
Work role
The role assigned added on the service item.
Work type
The type of work added on the service item.
Chat-specific variables
These variables are only available in chat-related notification templates.
Chat message
Used only in the new chat message template.
This variable inserts the actual message content sent in the ticket conversation.
Use this when you want the email notification to include the technician’s or user’s chat reply directly.
Note added
Used only in the note added template.
This variable inserts the time entry note or canned notes content added to the ticket, project, or task.
Signature variables
These variables can be used in individual email signatures. They automatically pull the logged-in technician’s details into the signature.
Company name
Displays technician’s organization’s name.
First name
Displays the technician’s first name.
Last name
Displays the technician’s last name.
Department
Displays the department assigned to the technician.
Work role
Displays the technician’s assigned role.
Work type
Displays the technician’s work type.
Phone number
Displays the technician’s contact number.
These signature variables ensure every outgoing email stays consistent, professional, and automatically updated if user details change.
Best practices for using variables
Always test templates before activating them.
Use variables to reduce manual editing.
Combine static text with dynamic variables for clarity.
Avoid overloading templates with too many fields.
Ensure customer-facing emails are clean and easy to read.
This guide ensures consistent and accurate communication across DeskDay notifications and templates.