Zendesk Support placeholders reference

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94 Comments

  • Igal Dar

    I found that ticket.latest_comment_rich works only if Rich Text editing is disabled.

    This is disappointing. I wish someone would explain the reasoning behind this.

    1
  • Daniel Petersson

    Hey!

    Is there any way to insert or show from which group the ticket was sent before the current group?

    For reference we have five supportgroups but only one second line support which means that when the second line support receives the ticket they have to check the details of the ticket to see how the groups have changed instead of having this visible in the internal note as a "{{ticket.former_group.name}}" or similar.

    If we use the {{ticket.group.name}} it will only show the current group which is the name of the second line support. And we don't want to insert {{ticket.group.name}} in the public comment to our customer or as a second internal note as this will take extra time.

    0
  • Andrew Mills

    @daniel - the only way I could think of this happening is if you create a custom field for this to be populated with when the ticket is first assigned to a group.  This would then follow the ticket around and is available in placeholders.  Populating it would require using a http target I believe.

    I tried using a tag instead directly from a trigger, but you cannot use a placeholder to populate a tag (just tested that!)

    0
  • Allen

    It looks like {{ticket.latest_public_comment_formatted}} doesn't work anymore? I was using this for our macro then suddenly, it stops working and i can't find it on the list anymore. Was this phased out?

    0

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