Understanding Tokens

Tokens are the names of the variables used within CloudRadial. They are preceded by the @ symbol (Ex: @DefaultToken). Tokens are used as placeholders for various things that contain values - such as strings, email addresses, and Automations. 

Tokens can both be created by the CloudRadial Partner and found as system defaults. System default tokens can be used in many useful ways, such as when Partners wish to create content specific to companies and users. 

• Why Use Tokens?
• Types of Tokens
  • Partner-Level Tokens
  • Company-Level Tokens 
  • Hierarchy of Tokens - Why Are There Two Types?
• System Default Tokens
• Customizable Tokens

Why Use Tokens?

While creating tokens is never necessary, it can be massively helpful. By building processes and documentation around token variables, you can quickly make changes to the variable instead of needing to make changes to each piece of individual content. 

Here's an example. Say you want all of your tickets to route to your support board called "Tier 1 Support". You find yourself with 30 tickets in your portal - you need to edit each one and write in the text "Tier 1 Support" 30 times.

Now, imagine that you change your mind - we now want it to route to the "Triage" board. That's a whopping 30 more edits. If you had used tokens instead (commonly, using the @DefaultBoard option), you could have just changed the value of the token.

That's just one example of how strategic use of tokens can save tons of valuable time. 

Types of Tokens

Fundamentally, there are two types of tokens - Partner-level and Company-level. While the functionality and purpose of the two types are identical, the strategic implementation can be extremely useful. 

Each token can have one of three types to it:

• String - A line of text. 
• Email - An email address. 
• Automation - A token tied to an Automation. 

Partner-Level Tokens

Partner-level tokens, also sometimes known as global tokens, are variables that are accessible to any company within your portal. You can create or edit a Partner-level token by:

1. Navigating to Partner > Settings
2. Selecting the Tokens option from the Configuration column on the right
   
                                                
   
   
3. Selecting + Add Token at the top right
   OR
4. Editing one of the existing tokens by Selecting it 

In either case, you will be able to give the token a name, a type, and a value. Your CloudRadial tenant will come pre-loaded with tokens so you can get an idea of how they can be used. 

Company-Level Tokens

Company-level tokens, also sometimes known as client-level or local tokens, are variables that are accessible only within the specific company in which they were created. You can create or edit a Company-level token by:

1. Navigating to Partner > Clients
2. Using the 3 blue-dot menu next to the given client and selecting Edit 
3. Navigating to the Tokens tab
4. Using the + Add button to create a new token
   OR
5. Editing one of the existing tokens by Selecting it

In either case, you will be able to give the token a name, a type, and a value. Companies do not have any predefined company-level tokens to start with, so this area will be blank for all clients initially.

Hierarchy of Tokens - Why Are There Two Types?

A two-token system is ideal for streamlining global and company-level customizations. Having two sets of tokens allows for overrides to allow customization at scale. 

Here's a practical example. Say we call for a token in a piece of documentation (@Example). In every instance, CloudRadial will:

1. Look for the @Example token at the company level and apply it
   • If it can't be found there...
2. Look for the @Example token at the global level and apply it
   • If it can't be found there...
3. CloudRadial will give up and display nothing for that value

While advanced, this logic is what allows variable forms without needing to create multiple forms, as seen in this video on token substitutions (fair warning - this is advanced CloudRadial usage material). 

System Default Tokens

There are many system default tokens that you can utilize to perform useful customizations on a per-client level. Examples include the following:

• Menu Item Tokens - Hardcoded variables that you can use in various locations - such as KB articles, menu apps, messages, and more - to drive documentation to be custom to individual users reading and using it. 
  
  • For tips on implementing these tokens within articles and messages, please see this article.

Customizable Tokens

Tokens can be customized and created as needed by Partners. Most commonly, this is used in ticket routing logic, as seen in the article below.

• Routing Tokens - Customizable variables that you can use to streamline your configuration of tickets in multiple areas within CloudRadial, such as the Problem Reports or Service Requests, among other areas.