Using placeholders

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  • Brett - Community Manager
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    Hey Tech,

    As far as I know the 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!

  • Richard Nuylan
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    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 [{{}}] is missing.

    Thank you!

  • Brett - Community Manager
    Comment actions Permalink

    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.



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