Using placeholders

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41 Comments

  • Brett - Community Manager
    Zendesk Community Team

    Hey Tech,

    As far as I know the ticket.id placeholder should work in the ticket subject. What exactly are you seeing in the ticket subject when the email goes out to the agent or requester? Is it just showing the title?

    Any chance you could provide a screenshot of the trigger as well as the test ticket you created?

    Let me know!

    0
  • Richard Nuylan

    Hi Brett,

    That is correct. Only the title is being reflected on the auto-response subject line. Here is a screenshot of the trigger setup and the what the end user receives when they get the auto-response:

    Trigger Setup:

    Email Subject:

    As you can see, only the {{ticket.title}} is showing but the [{{ticket.id}}] is missing.

    Thank you!

    0
  • Brett - Community Manager
    Zendesk Community Team

    Thanks for the update Tech!

    I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this for you.

    We may need to do some testing with you to determine why this isn't showing up.

    Cheers!

    0
  • Dominic Brasoveanu

    Can we add date custom fields too? 

    0
  • Dan Ross
    Community Moderator

    Hey Dominic Brasoveanu,

    You can definitely use placeholders with ticket custom date fields. They follow the same syntax as any other field type. Just make sure you use the ID your custom date field. 

    {{ticket.ticket_field_YOUR-DATE-FIELD-ID}}

     

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  • Alejandro González

    Hi! 

    I just wanna know if there is a placeholder about the previous status before change is made, something like ticket.status.last_status

    Thanks a lot!

    0
  • Alejandro Colon

    Active Feature Request (please vote):

    Feature Request: Add a placeholder about the previous status before the change is made

    Alejandro González

    I just posted a Feature Request for this at the link below. If you would like to see this feature please head over there and show your support. Please make sure to add an upvote and comment even if it is simply a "+1"

    Also, you may consider adding it to your post to get the feature request more visible.

    https://support.zendesk.com/hc/en-us/community/posts/360046934113-Feature-Request-Add-a-placeholder-about-the-previous-status-before-the-change-is-made

    0
  • Mark

    Adding a placeholder for a custom user field is not working for me.

    The user field key is "llc_name":

    I'm attempting to use {{ticket.requester.custom_fields.llc_name}} but nothing shows up. What am I doing wrong?

    0
  • Dan Ross
    Community Moderator

    Hi Mark,

    {{ticket.requester.custom_fields.llc_name}} looks valid to me, the only reason I can think of that you get no value returned is if the field is empty. If it's not, I'd suggest creating a ticket with Zendesk Advocacy, as it would look like unexpected behaviour. 

    1
  • Mark

    Hi Dan,

    I tried a few times yesterday and it wasn't working. Due to your confidence, I tried again and now it works. I must have been off on something. Thank you!

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Glad to hear you got things sorted, Mark!

    0

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