Zendesk Support placeholders reference

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132 Comments

  • Charles Wood
    Comment actions Permalink

    Hmm, actually, is there a way to find out the "via" of the latest update? I am trying to distinguish between updates from the API and all other updates.

    1
  • Andrew J
    Comment actions Permalink

    Hello Charles, this should be visible in the ticket when you switch to the 'Events' view.

    Let me know if that is not the case.

    0
  • Charles Wood
    Comment actions Permalink

    Thanks, Andrew, but I specifically meant with placeholders. There's a {{ticket.via}}, but there doesn't seem to be a {{latest_comment.via}}, which would be very handy.

    1
  • Gaurav Majithia
    Comment actions Permalink

    I am trying to do something like this

     

    {% if ticket.tags CONTAINS authorized_user %}

    User is Authorized

    {% else %}

    ALERT: UN-AUTHORIZED USER

    {% endif %}

     

    What how do I write this?

    0
  • Graeme Carmichael
    Comment actions Permalink

    Gaurav

    Try this:

    {% if {ticket.tags} contains 'authorized_user' %}

    User is Authorized

     

    {% else %}

    ALERT: UN-AUTHORIZED USER

    {% endif %}

    0
  • Tapio
    Comment actions Permalink

    Hi,

     

    For real, I can't use ticket.organization.custom_fields.<key_name> with trigger emails?

    0
  • Comment actions Permalink

    Hi!

    I'm trying to use satisfaction.rating_url, but it is not showing on the comment available placeholders... How do I use it on Macros?



    0
  • Graeme Carmichael
    Comment actions Permalink

    Eduardo

    I do not understand why some placeholders are missing from the predictive list. You can type or paste the placeholder and it should work fine.

    {{satisfaction.rating_url}}

    0
  • Vijayaragavan S
    Comment actions Permalink

    Hi,

    How can I send the audit event logs of the ticket as a payload to the target (HTTP).

    My aim is to process that event log to know the latest field changes, in particular a custom field. 

     

    Thanks.

    0
  • Drew Wasson
    Comment actions Permalink

    Is there a way to see historical events in a PlaceHolder?  For example, I send a mail when a certain type of ticket changes assignee.

    I know that it changed, and I can identify the new (current) assignee.  I'd like a way for the email I send to contain the previous ticket assignee.

     

    Thanks!

    0
  • Charles Wood
    Comment actions Permalink

    Please tell me there is a way to get the "received_at" into a trigger's payload. I don't see a placeholder.

    1
  • Jason Littrell
    Comment actions Permalink

    I agree with @Charles Wood. A "ticket.received_at" placeholder would be much appreciated. And a "comment.via" item in the "ticket.comments" objects that he mentioned previously would also be helpful.

    0
  • Charles Wood
    Comment actions Permalink

    Note that this is called "recipient" in the Ticket API: https://developer.zendesk.com/rest_api/docs/core/tickets#json-format

    0
  • Charles Wood
    Comment actions Permalink

    Also note that Comments do have a via property -- https://developer.zendesk.com/rest_api/docs/core/ticket_comments#json-format -- which implies it could be exposed as a placeholder.

    0
  • Mindaugas Verkys
    Comment actions Permalink

    Hi,

     

    Is it possible to pull ticket.collaborators.} ?

     

    0
  • Andrew J
    Comment actions Permalink

    Hello Mindaugas,

     

    Yes, though to display this effectively you need a bit of code... try modifying the following to suit your application.

     

    **CCs on this request:** {% if ticket.cc_names != empty %}

    {% capture ccedusers %}

    {% for cc in ticket.ccs %}
    {% unless forloop.last %}
    {{ cc.email | append: ', ' }}
    {% else %}
    {{ cc.email }}
    {% endunless %}
    {% endfor %}

    {% endcapture %}

    {{ ccedusers | strip_newlines }}

    {% else %}

    No CCs on this request

    {% endif %}
    1
  • Mindaugas Verkys
    Comment actions Permalink

    This is great, thank you,

    0
  • Jason Littrell
    Comment actions Permalink

    Adding to Andrew's comment, the items in the "ticket.ccs" object are regular user objects, so each "cc" in the for loop has access to all the properties listed here: User data.

    0
  • Boris
    Comment actions Permalink

    Earlier, {{target.cc}} was working even if CC was added during the current session of ticket editing. At present, it works only with CCs that have been added to the ticket before the current session. Which is not very convenient when using automation and adding CC during the same edit session.

    Please advise.

    0
  • Eitan Blumin
    Comment actions Permalink

    Adding to Charles Wood, we also need the "via" placeholder for the latest update, to distinguish between API updates and other updates.

    There's "Updated Via" in the triggers, and there's "via" in the comments object, so there's no reason this shouldn't be easily possible to implement.

    0
  • Mike Hammond
    Comment actions Permalink

    It seems that ticket.comments_formatted doesn't take the 'Include attachments in emails' setting into account for previous comments, meaning that these are sent as links anyway.  Not too handy when you want to send attachments, as actual attachments. 
    Is this a bug, or intended? 

    0
  • Justin Smith
    Comment actions Permalink

    Hey Mike,

    Thanks for submitting this question! The behavior you're seeing is expected at this time for threaded comments that come in after the initial attachment email. If we were to include the past attachments to each outgoing email it would require significantly more data to re-upload the each attachment to each individual message. Therefore to help cut down on that data processing we only add the attachments to the original email they were generated from, and provide the download link for any subsequent message replies that bring in the older comment with the comments placeholder.

    I hope that helps clear things up!

     

    0
  • Amber Barnes
    Comment actions Permalink

    Is there anyway to utilize liquid mark-up in macro titles? We support many countries and languages out of a central desk and utilize liquid mark-up for translation. The issue comes in with macros titles which we cannot get to work with liquid markup. Cloning macros per language is not an option either. Any solutions?

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Amber -

    Unfortunately liquid mark-up and dynamic content do not work in macro titles. You'll have to just make all the separate macros for the different languages and sort them with the nesting functionality and a good naming convention.

    Sorry I don't have better news for you on this one!

    0
  • Brian McGinley
    Comment actions Permalink

    Can an automation be set up that would also send out an attachment that was attached to the ticket? Example: I have an automation for a ticket that is a billable feature request. I have a PDF of the work order attached to the ticket. When the ticket moves to solved I want the automation to grab that PDF and send it to my billing department saying this has been solved and here is the work order through an Email Target Notification. Can that be done?

     

    It looks like it should be possible with the placeholders below, but when I put it in the automation or trigger ( {{ticket.commment.attachments}} or {{ticket.comment.attachment.workorder.pdf}} ) nothing happens. Any help would be appreciated.

     

    comment.attachments 

    • attachment.filename 
    • attachment.url
    0
  • Charles Wood
    Comment actions Permalink

    Hi Brian,

    I think the issue with your example is that there is no "ticket.comment" field. You have to specify a particular comment (e.g., "ticket.latest_comment"), or get all comments ("ticket.comments").

    See https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference#topic_jkz_opl_rc for specifics.

    0
  • Brian McGinley
    Comment actions Permalink

    Charles, 

     

    Thanks for your comment but that hasn't solved the issue. I have tried a dozen different variants and I never get the attachments from a comment to email out on the trigger or automation. 

     

     

    0
  • Tkachenko Maxim
    Comment actions Permalink

    Hi!

    I want to generate json notification by trigger. But I have problem with array for attachments:

    {
      "attachments":[
          {% for attachment in ticket.latest_public_comment.attachments %}
             {
                "fileName": "{{attachment.filename}}",
                "url": "{{attachment.url}}"
             }  
          {% endfor %}
       ]
    }

    It generates bad json in case of multiple attachments, comma is missed in json array. I tried this way {{ not loop.last ? ', ' }} but it doesn't work. How to do it?

    0
  • Tim Hughes
    Comment actions Permalink

    There needs to be a place holder for "Next Business Day" so that if a out-of-office reply is sent via a trigger the response include the next day support will be available based on the set schedule or holiday. 

    Example: 

    Our support office is currently closed for {{ticket.current_holiday_name}}
    Your request ({{ticket.id}}) has been received and will be reviewed by {{ticket.assignee.name}} on the ***{{next business day.}}***


    Please allow additional time for us to reply when we return.

    0
  • Igal Dar
    Comment actions Permalink

    Hi
    Is someone using ticket.latest_comment_rich?
    Got rich text enabled on comments, yet the output of ticket.latest_comment_rich is always raw.

    Any help is appreciated. Thanks.

    1

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