Using placeholders Follow

all plans

Placeholders are references to ticket and user data that you include in the subject and text of email notifications. Without them it would be impossible to create automated messages.

Here’s an example of how placeholders are used in an email notification:

The placeholders are contained within matched double curly brackets and are, in this example, references to ticket properties. When you’re composing email notifications, you can view the list of placeholders by clicking View Available Placeholders.

For the complete list of placeholders, see Zendesk Support placeholders reference.

Using placeholders for custom fields

Placeholders are generated automatically, based on the ticket and current user properties. These are referred to as system placeholders.

When you add custom fields for tickets, users, or organizations, they are also available as placeholders. You can use placeholders for your custom fields as you would any other system placeholder.

Every custom field has a unique ID or key. When you create a custom ticket field, the ID is automatically generate for you. When you create a custom user or custom org field, you enter a unique key that cannot be edited once it is set.

Custom fields are not included in the list of available placeholders, but they follow this simple naming pattern that references their unique ID or key.

Ticket custom fields {{ticket.ticket_field_<field ID number>}}
User custom fields {{ticket.requester.custom_fields.<key_name>}}
Organization custom fields {{ticket.organization.custom_fields.<key_name>}}

For example, a custom ticket field like this has the following placeholder:


The placeholder name for the options in a custom drop-down list follows a different pattern. There's only one placeholder for all three drop-down list options because this is a reference to the option that was selected. The ID is for the custom drop-down list because options do not have IDs. Again, this is a reference to the single option that was selected.

Ticket custom drop-down fields {{ticket.ticket_field_option_title_<field ID number>}}
User custom drop-down fields {{ticket.requester.custom_fields.<field_key>.title}}
Organization custom drop-down fields {{ticket.organization.custom_fields.<field_key>.title}}

For example, the placeholder for a drop-down list for a custom ticket field would look like this:


To find the ID for a custom ticket field

  1. Click the Admin icon () from the sidebar, then select Ticket Fields.
  2. Locate your custom field in the list and then click Edit.

The ID is displayed in the right column:

To find the key for a custom user field or a custom organization field

  1. Click the Admin icon () from the sidebar, then select User Fields or Organization Fields.
  2. Click the name of a custom field.

    The field key appears in the properties panel on the right.

Have more questions? Submit a request


  • 0

    I'm wondering if this is possible...
    I want to add multiple custom fields in an organisation (let's call this one organisation a)

    Now let's say organisation b raises a ticket to us, in a drop box on the ticket for regarding I have an option for organisation a

    Now when that's selected I click save as pending, I then hit macro a,
    Macro a would add a public comment with some of the custom fields in organisation a as it knows this ticket had the regarding drop box selected as organisation a

    AM I making sense? The macro would need to look up the details for the organisation that's been selected in regarding drop box on the ticket, I can't have the details hard set in the macro otherwise I could end up with hundreds of macros

  • 0

    Could we use a ticket field placeholder in another ticket field in the same page to prefill the description for example?

  • 0

    Using custom place holder for a ticket field with staff's name. The tag keeps appearing in lower case. Need it to show as a capital letter for the for the first character.

    Surely this can be achieved. How can I do this?

  • 0

    Can we embed placeholders inside placeholders - or is that too insane?

    Looking to make a placeholder that selects the right dynamic content based on a the value of a custom field...




  • 0

    Andrew, not sure that would work but could you look at this problem in a different way? Could the ONE dynamic content return a different value based upon the content of that custom field? For example I have a DC item that returns a different string of text based upon the support level of a customer. I am just using liquid in the DC to perform an IS...ELSE or a CASE

  • 1

    Hello Colin, that sounds workable... could you point me to an example?

    custom field is a region - (21 of them)

    • North
    • South
    • West etc...

    DC content to return is one or more email addresses - so could be;

    These are used in a HTTP or URL target to add as a CC


  • 1

    There is some good info on liquid here:

    Using the case statement

    {% case condition %}
    {% when 1 %}
    hit 1
    {% when 2 or 3 %}
    hit 2 or 3
    {% else %}
    ... else ...
    {% endcase %}

    The condition can be a custom field such as ticket.ticket_field_option_title_21917251 and the value is the text value of the dropdown field.
    {% case ticket.ticket_field_option_title_21917251 %}
    {% when "North" %}
    {% when "South" %},
    {% else %}
    {% endcase %}

    I don't have an example of adding a cc via the http target to hand but I posted a few examples yesterday of using the target and the format of the JSON string
  • 0

    Great thanks Colin.

    I didnt expect you to get back so soon and actually waded my way through examples and made something almost identical.

    Working better now as seen here -

    Will add the URL target info too - for anyone wishing to replicate this.

  • 0

    Impressive work Andrew. Will have to find a reason to "borrow" this for my helpdesk... just because.

  • 0

    We would like to used values from a mult line text field on organisation level in our ticket forms (user view).  


    We have something like this:

    mutli line text field : organisation.products="product1,product2,product3"

    the ticket field (drop down) contains all products available like



    We would now like to access the value of the product field on org-level to reduce the number of options available in the drop down list (user view) using some AJAX function.

    But as the user isn't alowed to query the rest API for his organisations custom fields we end up with an auth error.


    Does anybody have an idea on how to solve this  ( for example using a kind of proxy script using an agent user) ?




  • 0

    Is there really nobody around who might give me an idea how to solve this problem?

Please sign in to leave a comment.

Powered by Zendesk