Zendesk Support placeholders reference

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105 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
  • Crawford Philleo

    Hey there,

     

    Is there a placeholder for `satisfaction.current_rating` that is not text-based? I want to use this in some liquid templating, but worried this value will change based on a requester's locale/language setting.

     

    Thanks!

    0
  • David Bender

    I'm a bit of a newbie so this may be a dumb question, but I need to include the comment author name in a webhook. I have the latest comment ({{ticket.latest_comment}}) but I can't seem to figure out how to get the author of the comment. I've tried {{ticket.comment_author}} and other combinations.

     

    0
  • Mindaugas Verkys

    David,
    What about {{current_user.name}}

    0
  • Charles Wood

    Note that current_user will not always be the comment author (for instance, if the comment is being created by the rest API).

    If you only need the name, I think you would do "ticket.latest_comment.author.name". See the Comment Data section for more information, especially under "ticket.comments".

    0
  • David Bender

    Thanks Charles! I only needed the name to send with new comments over to our Devs in Clubhouse so that worked great.

    0
  • Adam Weiss

    How can I make

    #status on hold

    work?

    0
  • Heather R

    @Adam, I don't think "#status on hold" is one of the options, but I wish it was! 

    0
  • Graeme Carmichael

    Adam

    Are you looking to update a ticket status using email?

    Although it does not appear to be documented, as an agent, as I was able to change the ticket status using:

    #hold

     

     

    0
  • Adam Weiss

    @Graeme -- thank you!

    0
  • Pawel Malon

    What about placeholders on different than "ticket" root level? i.e.: I need to create a trigger that reacts on a change of an "organization" property and this part works fine, but in my webhook notification I want to include infomation about at least id of that organization, so would {{organization.id}} work in this case (it seems to not work as my trigger is not invoked when I put a placeholder like that)? 

    0
  • Brett - Community Manager

    Hey Pawel,

    Can you try using {{ticket.requester.organization.id}} instead and see if that gets you the data you're looking for? 

    Let me know!

    0

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