The second group of placeholders you might be using quite a lot is related to your users and how they access your portal. Remember, users refer to both Requestors as well as your Customers in Freshdesk. 


Placeholder

Return Type

What they mean
portal.user.name
 string
 Full Name of the user using the support portal
portal.user.firstname
portal.user.lasttname
 string  Returns the first name and last name of the user respectively 
portal.user.email
 email
 Email address of the user
portal.user.phone
 number
 Phone number of the user
portal.user.mobile
 number
 Mobile Number of the user
portal.user.job_title
 string
 Job title of the user
portal.user.time_zone
 string
 The time zone that has been configured in the user’s profile
portal.user.profile_url
 url
 The URL pointing to the profile of the user
portal.user.id
 number
 Unique ID of the user
portal.user.company_name
 string
 Company name that has been specified in the user’s profile
portal.user.is_agent
 boolean
 Returns true or false based on whether the user is an agent or not

Now that you have your basics covered, you probably want to start defining the layout of each of your portal pages. It’s useful to think of your portal as consisting of three parts:
  1. The Forums where your customers share problems and ideas with each other
  2. The Solutions where customers learn from your knowledge
  3. The Tickets page where customers submit new tickets or check out the status of existing ones. 
So lets start laying your portal out, one piece at the time...


Here's the list of placeholders for other categories such as, General Portal Information, Forums, Access to Solutions, Accessing Attachments and Using Snippets for critical behaviour.