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 |
Description |
Example |
|
consumer |
The full name of the customer. |
John Doe |
|
consumer_firstname |
The first name of the customer. |
John |
|
consumer_lastname |
The last name of the customer. |
Doe |
|
consumer_email |
The customer’s email address. |
john.doe@joesbikesandscooters.com |
|
consumer_username |
The customer’s username for eDesk. |
B371Bsb@marketplace.amazon.co.uk |
|
sku |
Bar code ID. |
CN 3008PFCA |
|
destination_country |
The destination country. |
Ireland |
| ticket_id | Ticket ID. | 497113 |
|
current_date_time |
This is a date stamp for when this snippet was put into the message. |
13/10/2020 |
| agent_first_name | Your first name. | Jessica |
|
agent_last_name |
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 |
Description |
Example |
|
expected_delivery_date_from |
The earliest expected delivery date for the order (MM/DD/YYYY). |
12/14/2020 |
|
expected_delivery_date_to |
The latest expected delivery date for the order (MM/DD/YYYY). |
12/19/2020 |
|
dispatched_on |
Dispatch date for the order (MM/DD/YYYY). |
12/10/2020 |
|
shipping_service_level |
The shipping option. |
Next Day Delivery |
|
shipping_address |
The delivery address. |
14 Green Way, Dublin 2 |
|
order_number |
Order ID. |
102-5332328-43634 |
|
ordered_date |
The date the order was placed (MM/DD/YYYY). |
12/10/2020 |
| 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.
