Zendesk Support placeholders reference

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132 Comments

  • Thomas Joussot
    Comment actions Permalink

    Is there any plan to propose a placeholder dedicated to the rating reason?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Thomas,

    Nothing on the roadmap currently. Could you provide some additional context on why you'd need this placeholder available? I'm happy to pass your feedback along to the appropriate team :)

    Let me know!

    0
  • Thomas Joussot
    Comment actions Permalink

    Hey Brett,

    Thanks for the quick feedback! But so bad to hear so…

    The context is pretty simple: we have triggers and macros that notify the related team once a ticket has a bad rating. To do so, we're using the following placeholders:

    • satisfaction.current_comment
    • satisfaction.current_rating

    We'd like to be able to simply add something like satisfaction.reason. This information is here, I don't see any reason why I wouldn't be allowed to retrieve this helpful information in our triggers and macros. I guess this makes sense ;-)

    Thanks!

     

     

    0
  • Bruce Ledbetter
    Comment actions Permalink

    I have a trigger with Meet ANY of the following conditions: 

    • Status Changed to Solved 
    • Status Changed to Closed

    The action notifies a URL Target with this message: 

    {
    "response": {
    "ticketId": "{{ticket.id}}",
    "ticketStatus": "{{ticket.status}}",
    "latestComment": "{{ticket.latest_public_comment | json}}",
    }

    This works fine for me if the agent add a comment upon solving the ticket.  

    If the agent solves the ticket without ever adding a comment, "{{ticket.latest_public_comment | json}}"  has all of the customer comments. 

    If the agent solves the ticket with out adding a comment but has given at least one earlier in the ticket, then "{{ticket.latest_public_comment | json}}"  has the agents last comment duplicated.

    I need to be able to determine if the agent has actually added a comment on the most recent update.  How can I do that?

     

     

    0
  • Andrew J
    Comment actions Permalink

    Can you trigger off 'Comment is Public', 'User is Agent', 'Comment is Present' or similar?  Depending what you need, you could have one trigger for if a comment is present and one for if it isn't.

    That help?

    0
  • Bruce Ledbetter
    Comment actions Permalink

    Hi Andrew, 

    Thanks for your response!  There is no option to say  "Comment IS NOT Present". The "Comment" condition only has "is" for the operator. 

     

    How do I handle the condition when the ticket is updated but the comment is not present?

    1
  • Eitan Blumin
    Comment actions Permalink

    Are there any plans to add SLA-related placeholders?

    hours_till_next_sla_breach , hours_since_sla_breach , etc.?

    We'd like to use such placeholders when notifying agents about impending SLA breaches, and provide the actual number of hours left in the message.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Eitan,

    No plans for adding SLA placeholders at this time but I do think this would be super useful! I'm going to pass this feedback along to the appropriate team so they're aware of this need.

    In its current state, you'd be limited to using automations to notify your agents of an upcoming breach.

    Cheers!

    0
  • Bballard
    Comment actions Permalink

    This is what I came up with to make a universally clickable link to the ticket in the initial response email to customers:

    If you'd like to send us an update, please reply to this email or you can view <a href="https://{{ticket.url}}">Ticket {{ticket.id}}</a> on the web to add comments or upload attachments.

    This article we're commenting on here still lists "ticket.link" (which no longer exists) rather than "ticket.url". Usually a URL includes the protocol or scheme, but ticket.url does not include it. 

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  • Brett - Community Manager
    Comment actions Permalink

    Appreciating you taking the time to share this with us Bballard! I'll reach out to our documentation team to see if we can get this information updated.

    Cheers!

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  • nrooney
    Comment actions Permalink

    Hi!

    Is there a way to copy the formatting of a ticket field when using the ""ticket.ticket_field_" place holder?

    For context, our users submit large amounts of information within one ticket field. This will include bullets, spaces, indents and paragraphs. When our agents use the Macro to populate a comment using the Custom Field, it comes out in one block of text and makes it very challenging. 

    When using the Macro our agents want to mirror the formatting used when inputting text into the custom field to help them better work on the ticket. 

     

    Thanks!

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  • Brett - Community Manager
    Comment actions Permalink

    Hi nrooney,

    If I'm understanding you correctly, you may be able to set something up using liquid markup. I was able to track down a useful tip that may help point you in the right direction: How do I display multi-select field values as bullet points?

    I hope this helps!

    0

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