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Add Text Only (Non link) Ticket ID Placeholder

Shane Davey
suggested this on May 17, 2012 03:12

We're currently deploying Zendesk, to make the transition simpler for our users we have been trying to match the look and feel of the Zendesk support emails to the ones we previously sent - the following article regarding setting up an Email only Helpdesk has been very helpful (we are hiding the portal functionality for the time being):

However, it is not currently possible to include the ID of the Zendesk ticket in the Email body without it being a link (using the placeholder). For the time being we would have liked to include the ID in the email body to match the format of our previous Support emails (in time we will likely include the ID link when we publish the portal to our users).

Is it possible to create a placeholder for a Text only (non hyperlink) Ticket ID?



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Joy Carletti
@Shane, I replied in the Email only documentation as well, but yes, this is possible. Just remove the # from in front of the {} placeholder.
May 17, 2012 07:31
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Shane Davey

Thanks again Joy - just confirming that we've tested this in case anyone else needs something similar ;)

May 17, 2012 08:06
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Hi Joy, I'm trying to remove the hyperlink from the ticket ID as well and can see the # in the system generated email but not in the email templates. The placeholder for the ticket ID doesn't have a # in front of it just {{ticket id}}.

If you could clarify how you edit this i'd be really grateful.


July 04, 2012 11:49
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Shane Davey

Hi Alex,

Which email are you getting the link in? I was able to remove the link from the emails that go out to our users but left it in for our agents.

If you don't want to expose the portal to your users another point to consider is the satisfaction survey emails as it links to it so you may want to disable these...

July 05, 2012 00:44
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July 05, 2012 17:44