{"id":24550,"date":"2017-10-06T07:18:54","date_gmt":"2017-10-06T06:18:54","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=24550"},"modified":"2025-05-07T12:55:08","modified_gmt":"2025-05-07T11:55:08","slug":"insertion-fields-personalize-email-templates","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/insertion-fields-personalize-email-templates\/","title":{"rendered":"Personalize your email templates with insertion fields"},"content":{"rendered":"
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Have you always wondered what the [] insert field\/list<\/strong> is for? Or do you get intimidated by all the options in the pop up? In this post, we\u2019ll guide you through the jungle of insertion options.<\/p>\n

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What do insertion fields do?<\/h3>\n

Inserting a field is ideal for including card-specific information in emails. The insertion field works as a placeholder for the value of a card field. When an email action is executed from a card, TOPdesk looks up the value of the field on that particular card, and inserts it into the email. You can insert fields from the card type to which the e-mail template applies, or fields from cards that are linked to that card.<\/p>\n

When to use insertion fields?<\/h3>\n

Insertion fields are most often used for personalizing an email: automatically insert the caller\u2019s email address in the address field, and start the body of the mail with the name of the caller.<\/p>\n

When your organization uses the mail import functionality, insertion fields even become an essential feature. When you insert the call number into the subject line, and a customer replies to the email, their reply will be automatically imported into the correct call.<\/p>\n

Example: inserting a call number into the subject line<\/h3>\n

To insert the call number into the subject line, just click the icon with \u2018[ ]\u2019 next to the \u2018subject\u2019 line and select \u2018Call number\u2019 in the pop up menu.<\/p>\n\"Insert\n

How do I find the field I need?<\/h4>\n

As you can see in the image above, there are a lot of fields to choose from. So how do you know where to find what you want?<\/p>\n