Zendesk Support placeholders reference

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164 Comments

  • Donald Cornel
    Comment actions Permalink

    Hello,

     

    Is there any placeholder that captures all the public comments except for the latest one?

    I was trying to combine these two on my trigger, just that it will show double entry of the last comment.

     

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  • Gail L
    Comment actions Permalink

    Hi Donald, 

    No, the placeholder options are to either only the latest comment (which we see used a lot when people want shorter email threads) or to send the full conversation history. We wouldn't recommend both placeholders in one trigger since the duplication you're seeing with that combination is expected in that case.

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  • Sorin Tuta
    Comment actions Permalink

    There's any placeholders for the total number of solved and unsolved tickets? To give you more context. I plan to add an automated message that tells me at a specific hour the total number of solved and unsolved tickets for that day.

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  • Gail L
    Comment actions Permalink

    Hi Sorin,

    No, there isn't a placeholder that reports on tickets numbers. Your best option for a a workflow like this would be to schedule an Explore dashboard with queries for solved and unsolved tickets to be emailed out instead.

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  • Katrin Leinweber
    Comment actions Permalink

    Is it possible to execute a certain macro from within another macro? What I would like to do is: Have an "onboarding" macro that starts a private note containing "DRAFT reply:" followed by the content of another macro, but I'd like to avoid both the copy-pasting that content and needing to remember to execute that other macro manually.

     

    Thanks for any advice, or upvotes to https://support.zendesk.com/hc/en-us/community/posts/115010289948-Automatically-Include-The-Contents-of-another-Macro-in-a-Macro- if it's not currently possible!

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  • Ben Van Iten
    Comment actions Permalink

    Hi Katrin Leinweber,

    Could you tell me a little bit more about the use case of why you would need one macro to contain info from another one? I just want to make sure I am connecting the dots properly before I make any recommendations.

    Thanks!

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  • Katrin Leinweber
    Comment actions Permalink

    Hi Ben Van Iten,

    the onboarding macro is supposed to provide a few safeguards for new hires, i.e. drafting a reply as an internal note that can be reviewed, before being sent to the customer. Since we normally use a separate macro to set up regular replies, it would be neat to be able to make the onboarding macro execute that other macro, so that the onboarding process is most realistic.

    Thanks for your consideration :-)

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  • Allen Lai
    Comment actions Permalink

    https://support.zendesk.com/hc/en-us/articles/203662156/comments/204815867

    Jason Littrell That's very helpful, but what about the case where it's automation (e.g. c-sat survey) where I want to reference the agent's name. However, there may be tickets where the ticket was never assigned to anyone and remained assigned to a group (e.g. "Level 1 Team"), which I clearly don't want to be referenced in the email notification. Instead, I'd like to show our company name as a fallback.

    Any suggestions? Thanks for your help!

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  • Graeme Carmichael
    Comment actions Permalink

    Allen

    You can use a little liquid markup to check if the ticket assignee is blank. Try this:

    {% if ticket.assignee.name == nil %} 

    MyCompanyName

    {% else %}

    {{ticket.assignee.name}}​ 

    {% endif %}

     

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  • Reshma Patel
    Comment actions Permalink

    Bruce Ledbetter Not sure if you are still interested but we were looking to do the same thing.  We wanted to send the solved notification and display a comment only the agent added a comment prior to solving, else send a solved notification without ticket comments. I too wish there was a Comment Not Present.  In order to achieve what we are looking for we had to add two additional tags: In our case we added Notify_Comment_present & notify_solved_sent.

    • For the notification that has comment: Add the comment is present condition, under actions you would want to add both tags.
    • In the no comment notification you need to add the following condition: Add Tag contains none of the following: notify_comment_present and under action add tags: notify_solved_sent. 
    • You will also need to add one more trigger that will remove both tags when ticket is reopened -- in the event you solve a ticket and reopen. (this trigger should run prior to the others - so ensure it is listed prior to the other two)
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  • Reshma Patel
    Comment actions Permalink

    Does anyone know how to show the ticket description unformatted?  I do not need to display all the comments or the latest comment...I am actually looking for the initial comment which would be the description. It must be unformatted. 

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  • Ben Van Iten
    Comment actions Permalink

    Hi Katrin Leinweber,

    Sorry for the delay in my response! Thanks for providing more context. I can mark this as Product Feedback so that this is routed to the proper team for review. I don't have any direct recommendations at this time other than perhaps referencing the other macros you want people to use in the original internal note. Obviously that's not ideal, but this is a limitation of how macros function at this time.

    In regards to the question that Reshma Patel raised, unfortunately there isn't a way to use an unformatted version of that placeholder. However we do have this guide on how to have an unformatted email template in general for all of the comments: https://support.zendesk.com/hc/en-us/articles/203661346-Setting-up-an-unformatted-email-template

    I am not sure if that would be relevant in this case for you. 

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  • Reshma Patel
    Comment actions Permalink

    Ben Van Iten

    We are actually using the unformatted comment placeholders in all other comment update notifications.  Without being able to pull an unformatted placeholder for ticket.description it provides a very inconsistent look and feel on our notifications.  I have read other thread comments on using the unformatted comments placeholder with offset to show the most recent comment....can anything similar be done to show the very first comment?

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  • Andrew J
    Comment actions Permalink

    Katrin Leinweber,
    Could you create separate macros for the onboarding that contain the info including the draft note and private note status?

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