Zendesk Support placeholders reference

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184 Comments

  • Donald Cornel

    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
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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

    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

    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
    Community Moderator

    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

    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

    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
    Zendesk Community Team

    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

    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
    Community Moderator

    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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  • Patrick Wilson

    I have multiple email addresses connected to my Zendesk - I have a trigger that sends an email to the requester stating in the Title 'Your question to ____' and the only option I see is ticket.brand.name, but that just shows my company name. I want it to show 'Your question to webshop 1', 'Your question to webshop 2', etc... Under each of my connected email addresses, I have added the webshop names...I want the webshop name to show there instead of my company name...

    How can I do this? 

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  • Dan Ross
    Community Moderator

    Hey Patrick Wilson

    There's no placeholder for connected email name, but if you have a ZD plan that supports use of the Ticket Forms feature, you could name ticket forms according to the appropriate webshop and the placeholder for the {{ticket.ticket_form}} placeholder.

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  • Simon Blouner
    Community Moderator

    Patrick Wilson you can also use the {{ticket.group.name}} in the case that you're routing your tickets to specific groups when receiving the tickets, or

    There's also in a longer direction of creating a ticket field containing the different names, and setting this value depending on the received at email addres via triggers.

    You can then in your subject use the placeholder for the value in the newly created ticket field, e.g. {{ticket.ticket_field_option_title_<field ID number>}}

    If you don't want more ticket fields to be shown in the ticket form from the agents perspective, you can use Ticket Field Manager app to hide the field.

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  • Jiri Kanicky

    Do we have a placeholder for assignee custom fields?

    ticket.assignee.custom_fields.<key_name>

     

     

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  • Ben Van Iten
    Zendesk Community Team

    Hi Jiri Kanicky,

    There are no custom field categories that are categorized specifically for assignees. There are custom user fields however. This article goes over that: https://support.zendesk.com/hc/en-us/articles/203662116-Using-placeholders

    Could you explain more about the custom fields you are looking to utilize in a placeholder and I can try to help further?

    Thanks!

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  • Michael Huber

    Hi Zendesk Community,

     

    is there any possibility to access in a subticket the data from a parent ticket? For example in a macro of the subticket I want to access the requester name of the parent ticket like {{parent_ticket.ticket.requester.first_name}}.

     

    Many thanks in advance!

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  • Jiri Kanicky

    Hi Ben Van Iten

    I need to use placeholder for

    {{ticket.assignee.custom_fields.<key_name>}}

     

    Yes the field is an agent/user custom field, but in the context it is an assignee of the ticket. Not a user of the ticket.

    You currently have placeholders for:

    ticket.requester.custom_fields.<key_name>

    ticket.organization.custom_fields.<key_name>

    But no ticket.assignee.custom_fields.<key_name>

    Why to have requestor but no assignee custom field placeholder?

     

    Please read your own documentation:
    In the context of updating a ticket, there are a number of different types of users. These include the following:

    • ticket.requester, who is the person who requested the ticket
    • ticket.assignee, who is the agent assigned to the ticket
    • ticket.submitter, who is either the user who submitted the request or the agent that opened the ticket on behalf of the requester
    • current_user, who is the user currently updating the ticket (an end-user or agent)

    In the context of updating a ticket we should be able to use custom fields of these users. For example I would like to create a message to the Assignee using some user custom fields.

    Again you have the option for requestor, but not for assignee. I don't understand how programmers can do it for one but not for the whole bunch of the users to keep it consistent.

     

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  • Andrew J
    Community Moderator

    @michael, sorry there is no placeholder for this. The only possibly is to try to find a way to record this in a custom field or tag when the child ticket is created. Passing it to the child ticket is the biggest challenge.

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  • Andrew J
    Community Moderator

    @jiri, depending what you are needing to achieve, and the number of possible variations, it may be possible to build something in dynamic content to accomplish this. There is no placeholder for it.

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  • Jiri Kanicky

    My question to Zendesk is, why we have placeholders for

    ticket.requester.custom_fields.<key_name>

    ticket.organization.custom_fields.<key_name>

    but don't for

    ticket.assignee.custom_fields.<key_name>

    There should be some consistency in Zendesk. Requester and Assignee are users in the context of updating a ticket, hence Zendesk should have same functions for both.

    Andrew J please let me know what is the variation for adding a placeholder (text from an Assignee Custom field) into Send Email payload.

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  • Jason Littrell

    Jiri Kanicky Although it's not explicitly stated in the user object data table, every user object should also return a 'custom_fields' object with any custom field key/value pairs. That means that

    <user>.custom_fields.<key_name>

    should work with any of these user placeholders:

    • ticket.requester
    • ticket.assignee
    • ticket.submitter
    • current_user

    One note: unlike the other placeholders, 'ticket.assignee' can return a blank value for the user object, which is, unsurprisingly, when the ticket is not assigned. If you're using a 'ticket.assignee.<property>' placeholder somewhere other than an "Email user: (assignee)" action, you may want to add an "Assignee is not (blank)" condition, or use liquid markup to make that part of your email notification or code conditional (e.g. {% if ticket.assignee %}Do this...{% endif %}).

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  • Dan Ross
    Community Moderator

    Jiri Kanicky

    {{ticket.assignee.custom_fields.<key_name>}} works. I just tested it on a ticket I had assigned to myself.  Can you try it on your side? Make sure the field is populated with data otherwise you may get an empty value of the placeholder

    Edit: Looks like Jason Littrell beat me to it!

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  • Annie Baker

    Is there a place holder for a brand URL? 
    Can you set up a place holder for a custom brand URL? 

    I'm currently setting up an auto-responder email when a requester submits an email and there are links within the email. I would prefer to set up one email no matter the brand the email goes to but from what I am seeing I have to do a different email per brand. 

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  • Jiri Fait

    Hi, any placeholder for agents latest comment? (nevermind if its public or private)

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  • Naomi Watnick

    Is there a way to truncate {{ticket.latest_comment}}?  When using the Notify Target to Slack, if it is too long, it just fails quietly and doesn't notify slack of a failure or anything. 

     

    Thanks!

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  • Jason Littrell

    Naomi Watnick Something like this should work: 

    {{ticket.latest_comment | truncate: 1000}}

    See here for more info: https://shopify.github.io/liquid/filters/truncate/

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