Zendesk Support placeholders reference

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186 Comments

  • Naomi Watnick

    Thanks Jason Littrell ! That worked.  I experimented and got it up to 2980 :-)

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  • Ibrahim

    I see that in this reference the Answer Bot placeholders are missing. Why?

     

    How can the whitelisting labels which are used for narrowing Answer Bot trigger searches be set using liquid?

    The idea is that Answer Bot searches can be narrowed using the whitelist labels which are set in the trigger configuration.

    If there are 10 products, say, and I want Answer Bot searches to be confined only to the product mentioned in the query body, then I would have to creat 10 Anser Bot triggers, 1 for each product.

     

    Using liquid it would be possible to search for product names in the query body and then set the whitelist label. So, instead of having 10 Answer Bot triggers, only 1 Answer Bot trigger is necessary.

     

     

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  • Donald Cornel

    Hi, is there any placeholder showing only the first comment of the ticket weather it's a public or internal note?

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  • Graeme Carmichael
    Community Moderator

    Donald

    Rather counter intuitive but you can get the first comment of a ticket with:

    {{ticket.comments.last}}

    Or you can use

    {{ticket.description}}​ 

    Which will give some additional information on the  assignee name, date and if the comment is private.

    To assess if the fist comment is public, use:

    {{ticket.comments.last.is_public}}

    This returns true for a public comment and false if private.

     

     

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  • Alejandro Colon

    @Graeme Carmichael

    Thank you so much.

    I have asked Zendesk to provide the available placeholders and modifiers that we can use. This is the first I have seen of the ".last" and ".is_public" those are very helpful. 

    Do you know of any others?

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  • Graeme Carmichael
    Community Moderator

    Alejandro

    Most of the placeholders are detailed in this very article.

    For help with the liquid language, I normally just google ' liquid markup' and some text about what I am trying to do and normally something pops up.

    I need a little refresher from time to time as it is not something I need to do every day. But it is a great feature. 

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