eDesk’s Customer Snippets let you insert customer or order information into a message with just a couple of clicks.

This help file will guide you through the different snippets available with eDesk and how to use them.

Before you start

  • You’ll need to have access to Snippets in your Settings in order to view, create and edit snippets. If you don’t have access, you can request it from an Admin user within your business.  

01 What are Snippets?

Snippets are handy shortcuts that help you speed up and personalize your customer responses. For a short overview of all snippet types, click here.

eDesk provides a list of Customer Snippets that pull customer or order-specific information into your message. We list them here.

02 General Snippets:


 Snippet name




 The full name of the  customer.

 John Doe


 The first name of the customer.



 The last name of the customer.



 The customer’s email address.



 The customer’s username for eDesk.



Bar code ID.

  CN 3008PFCA


 The destination country.


ticket_id  Ticket ID.  497113


 This is a date stamp for when this snippet was put into the message.


agent_first_name Your first name. Jessica


 Your last name. McCarthy
 agent_full_name  Your first and last name.  Jessica McCarthy
 channel_title  The channel name.  Joe's Bikes

03 Order-related Snippets:


 Snippet name




 The earliest expected delivery date for the order (MM/DD/YYYY).



 The latest expected delivery date for the order (MM/DD/YYYY).



 Dispatch date for the order (MM/DD/YYYY).



 The shipping option.

 Next Day Delivery


 The delivery address.

 14 Green Way, Dublin 2


 Order ID.



 The date the order was placed (MM/DD/YYYY).


 product_name  Name of the product.  Universal Air Conditioner A/C Compressor and Component Kit
sample_order_item  An example of the item. Universal Air Conditioner A/C
 sample_order_item_image  An example image of the item.  Image of the sample_order_item
tracking_code  Tracking delivery code.  TR4632745
 product_id  Product ID. UAKT2141
 total_order_cost  The total charge for the order.  $84.92

Further Readings

To find out how you can use snippets in templates to make it even easier to send personalized responses to your customers, click here.

Interested in learning more about sending personalized messages to your buyers? Click here.