Why are the {{ticket.link}} and {{ticket.url}} placeholders not rendering?

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9 Comments

  • Andrew Schreiner
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    I don't see  {{ticket.link}} in the list of available options for macro's

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  • Jessie Schutz
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    Hi Andrew!

    I tested this in my own instance, and while the {{ticket.link}} placeholder doesn't show up when you start to type it into the macro, but it will work.

    Just bear in mind that if you try to apply a macro with that placeholder in a new ticket, nothing will render, because the link won't exist until the ticket is submitted. But if you apply it to an existing ticket, it will render perfectly. 

    Hope that helps!

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  • Noor Alhemyari
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    Hello, our help center is active yet, customers does receive non-rendering ticket IDs, using the trick above worked, but would like to understand why the default behavior is not applied?

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  • Travis Rider
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    Hello Noor,

    I'd be happy to look into this! I'll likely need some account specific information so I am going to take this into a ticket. You'll see an email from me shortly.

    Thanks!

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  • Sandie
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    Hi guys.

    I'm not a HTML or placeholder ninja of any kind, but I'm trying to make a follow-up macro.. I would like to make the customers ticket a hyperlink. Something like:

    "We haven't heard from you and are wondering whether you had a chance to see X's response to your ticket #000 (000 = hyperlink)"

    I want to do something like Zendesk's own trigger. See image :)

    /Sandie

     

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  • Brett - Community Manager
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    Hey Sandie,

    If you add the following placeholder to your trigger it should render as a hyperlink: (#{{ticket.id}})

    This should be set up in your triggers by default. Check out our About the Support default triggers article for more information.

    Hope this helps!

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  • Miyahara KEIKO(宮原 恵子)
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    Hello! Which one of {{ticket.link}} and {{ticket.url}} is appropriate to show to customer (end-user)?

    Your advice will be much helpful in creating a macro/trigger to end user. 

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  • Brett - Community Manager
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    Hey Miyahara,

    ticket.link will send the full URL path the end user. You can also use #ticket.id (with the brackets) to make the ticket id a clickable link for the end-user. More information here: Zendesk Support placeholders reference

    I hope this helps!

    1
  • Miyahara KEIKO(宮原 恵子)
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    Thank you Brett!

    Just for a confirmation, can we also use ticket.link rather than ticket.url to send URL to agents too? 

    I could not find the difference between these placeholders, in the given reference. 

    Thanks!

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