Merge Fields for Cases

The list of available email template merge fields in the Salesforce Merge Language depends on the type of data that you’re working with. Most of the merge fields for cases correspond directly with a case field.

Required Editions

View supported editions.

To reference the contact or account associated with a case, use the relevant contact or account merge fields. The available merge fields vary by Salesforce edition.

In Lightning Experience, you can insert merge fields as plain text in the email publisher. Keep in mind that merge fields resolve only on preview and send.

This table explains the more advanced merge fields that represent values derived from processing a case record.

Field	Merge Field	Description	Works in Lightning Experience
`Articles as PDFs`	`Case.Articles_as_PDFs`	Articles associated with the case converted to PDF attachments. In the Emails related list on the case detail page, users can click Send an Email and choose a template containing this merge field. The attachments can be previewed or deleted before the email is sent.	No
`Email Thread`	`Case.Email_Thread`	A thread of all emails where the case contact is a sender or recipient (`To`, `CC`, or `BCC`). The emails are listed in reverse chronological order so the most recent emails appear at the top of the thread. The thread inserts the text version of the emails. You can’t use this merge field in Visualforce pages. The limits for the email thread are: Maximum number of emails: 200 Email body truncation size: 32 KB	Yes¹
`Last Case Comment`	`Case.Last_Case_Comment`	The description of the most recent comment to be created on a case.	No
`Solution Attachments`	`Case.Solution_Attachments`	Attachments for the case solution.	No
`Solution Description`	`Case.Solution_Description`	The details of the solution associated with the case. If more than one solution is associated with the case, the description of each solution appears in a list.	Yes
`Solution Subject`	`Case.Solution_Subject`	The title of the solution associated with the case. If more than one solution is associated with the case, the title of each solution appears in a list.	Yes
`Solution Subject and Description`	`Case.Solution_Subject_and_Description`	The title and details of the solution associated with the case. If more than one solution is associated with the case, the title and description of each solution appears in a list.	Yes
`Suggested Solutions`	`Case.Suggested_Solutions`	Links to the subject and description of each suggested solution that can help customers solve their issues. Sending mass emails using templates with the suggested solutions merge field can take several minutes and isn’t recommended.	No
`Case Thread Id`	`Case.Thread_Id`	A unique identifier for the case email thread in Email-to-Case with Ref Id threading. If you are using Ref Id threading, Salesforce recommends that you transition to Lightning threading. The thread ID is a unique string, such as [ref:_DV0Txx._500V0U9YB:ref]. By default, it’s added to both the subject and body of case emails. In the body, the default location is at the end of the body. Use this merge field to position it elsewhere.	Yes
`Case Thread Token`	`Case.Thread_Token`	A unique identifier for the case email thread in Email-to-Case with Lightning threading. The thread token is a unique string in the case email, such as [thread::nYPXg5GyOvy0OZjpyhig6zw::]. It can be added to both the subject and body of case emails. In the body, the default location is at the end of the body. Use this merge field to position it elsewhere.	Yes²

Notes on Merge Fields for Cases

Email Thread—This merge field works in Lightning Experience when inserted as plain text. However, it doesn’t work in email templates.
Case Thread Token—This merge field is supported in Lightning Experience only.
Merge fields for entitlements on cases—Merge fields for entitlements on cases aren't supported. For example, if you add the Entitlement Name {!Case.Entitlement} merge field to an email template, the field is not populated on the template.
Merge fields for Email-to-Case or On-Demand Email-to-Case—If you have enabled Email-to-Case or On-Demand Email-to-Case, you can create email templates that support reps can use to respond to case emails. These templates can include merge fields that display information from the original email in the response.
Merge fields for Web-to-Case—To reference the name, email, phone, or company of the customer who submitted an online case with Web-to-Case, use the relevant {!Case_OnlineCustomer...} field.
Recipient merge fields—When using Lightning Experience templates and case automation, this merge field behaves differently than it does with Salesforce Classic templates. External users aren’t supported as recipients, and these users don’t receive emails.