Zendesk Support placeholders reference

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120 Comments

  • Igal Dar
    Comment actions Permalink

    I found that ticket.latest_comment_rich works only if Rich Text editing is disabled.

    This is disappointing. I wish someone would explain the reasoning behind this.

    1
  • Daniel Petersson
    Comment actions Permalink

    Hey!

    Is there any way to insert or show from which group the ticket was sent before the current group?

    For reference we have five supportgroups but only one second line support which means that when the second line support receives the ticket they have to check the details of the ticket to see how the groups have changed instead of having this visible in the internal note as a "{{ticket.former_group.name}}" or similar.

    If we use the {{ticket.group.name}} it will only show the current group which is the name of the second line support. And we don't want to insert {{ticket.group.name}} in the public comment to our customer or as a second internal note as this will take extra time.

    0
  • Andrew J
    Comment actions Permalink

    @daniel - the only way I could think of this happening is if you create a custom field for this to be populated with when the ticket is first assigned to a group.  This would then follow the ticket around and is available in placeholders.  Populating it would require using a http target I believe.

    I tried using a tag instead directly from a trigger, but you cannot use a placeholder to populate a tag (just tested that!)

    0
  • Allen
    Comment actions Permalink

    It looks like {{ticket.latest_public_comment_formatted}} doesn't work anymore? I was using this for our macro then suddenly, it stops working and i can't find it on the list anymore. Was this phased out?

    0
  • Crawford Philleo
    Comment actions Permalink

    Hey there,

     

    Is there a placeholder for `satisfaction.current_rating` that is not text-based? I want to use this in some liquid templating, but worried this value will change based on a requester's locale/language setting.

     

    Thanks!

    0
  • David Bender
    Comment actions Permalink

    I'm a bit of a newbie so this may be a dumb question, but I need to include the comment author name in a webhook. I have the latest comment ({{ticket.latest_comment}}) but I can't seem to figure out how to get the author of the comment. I've tried {{ticket.comment_author}} and other combinations.

     

    0
  • Mindaugas Verkys
    Comment actions Permalink

    David,
    What about {{current_user.name}}

    0
  • Charles Wood
    Comment actions Permalink

    Note that current_user will not always be the comment author (for instance, if the comment is being created by the rest API).

    If you only need the name, I think you would do "ticket.latest_comment.author.name". See the Comment Data section for more information, especially under "ticket.comments".

    0
  • David Bender
    Comment actions Permalink

    Thanks Charles! I only needed the name to send with new comments over to our Devs in Clubhouse so that worked great.

    0
  • Adam Weiss
    Comment actions Permalink

    How can I make

    #status on hold

    work?

    0
  • Heather Rommel
    Comment actions Permalink

    @Adam, I don't think "#status on hold" is one of the options, but I wish it was! 

    0
  • Graeme Carmichael
    Comment actions Permalink

    Adam

    Are you looking to update a ticket status using email?

    Although it does not appear to be documented, as an agent, as I was able to change the ticket status using:

    #hold

     

     

    0
  • Adam Weiss
    Comment actions Permalink

    @Graeme -- thank you!

    0
  • Pawel Malon
    Comment actions Permalink

    What about placeholders on different than "ticket" root level? i.e.: I need to create a trigger that reacts on a change of an "organization" property and this part works fine, but in my webhook notification I want to include infomation about at least id of that organization, so would {{organization.id}} work in this case (it seems to not work as my trigger is not invoked when I put a placeholder like that)? 

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Pawel,

    Can you try using {{ticket.requester.organization.id}} instead and see if that gets you the data you're looking for? 

    Let me know!

    0
  • D Hill
    Comment actions Permalink

    I'm trying to get the organization id to show up in the API call I have in an inline script in the requests_page.hbs template like so:

    mycompany.zendesk.com/api/v2/organizations/{{ticket.requester.organization.id}}/tickets.json

    I want to retrieve only the tickets that are from the organization where the current user belongs. I have also tried:

    mycompany.zendesk.com/api/v2/organizations/{{current_user.organization.id}}/tickets.json

    Neither of these work. I get the error message:

    "not possible to access `ticket` in `ticket.requester.organization.id`"

    Does anyone know how I can do this? Do I need to instantiate the Liquid Code somehow to trigger the placeholder to work? If I just use:

    mycompany.zendesk.com/api/v2/tickets.json

    This works fine, but it pulls every, single ticket. I want it to be specific to the requester's organization.

    0
  • Loc Nguyen
    Comment actions Permalink

    Hi all, I'm currently using a web hook to post ticket information to a slack channel via HTTP extension functionality.

    However the placeholder: {{ticket.description}} always includes the customers name in it (which we don't want to include/broadcast on slack) - is there a placeholder that only gives us the body of the email?

    At the moment, it's coming back with the following:

    --------------------------

    !*** Mr ABC was not signed in when this comment was submitted. Learn more ***!

    Mr ABC, Jun 28, 09:39

    Feedback here.

    --------------------------

    I just want the details that are bolded/or redact the customer name before posting.

    0
  • Chris Stock
    Comment actions Permalink

    Is it possible to get the {{ticket.comments_formatted}} without the ticket description?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Chris,

    There's no placeholder available that would show the full comment history and exclude the ticket description at this time. The closest you could get would be the ticket.latest_comment_formatted. However, if you want the full comment history in the update then that may not be the option you're looking for.

    Let me know if you have any other questions!

    0
  • Irene Yung
    Comment actions Permalink

    Hi,

    I would like to have a placeholder to reply the last update end-user (e.g. The ticket was original submitted by User A, then User B, C, D joined in, and User C is the last one to reply).

    {{current_user}} seems help on this. However, it cannot identify the last updater is agent or an end-user. If the last reply was an agent, it cannot ignore and jump to the send last reply (i.e. the last end-user reply) automatically.

    If any ways we can configure the placeholder to fix with this need?

    Since we often need to reply the last requester to get the information or close the ticket, the placeholder will greatly help the agents' job.

    Thanks in advance!

    0
  • Cyrup
    Comment actions Permalink

    Hello, I'm using the {{agent.name}} placeholder in macros and also just in an internal note and it prints out blank. I have an alias selected. I also tested it with a fake ticket made in Zendesk and it prints out a blank name too.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Cyrup,

    The agent.name placeholder can only be used in the Agent Signature field and not within macros. I would recommend using current_user.name which will display the name of the user that is applying the macro.

    Let me know if you run into any issues with the above.

    Thanks!

    0
  • Conza
    Comment actions Permalink

    Hi team,

    I get quite a few CSAT feedback that isn't about the agents actions, but about the overall experience (outside my team & control). 

    A way to make the CSAT's more accurate, I was hoping to capture somehow with a link to NPS in the CSAT email... in case the customer wants to provide NPS about overall experience... not just ruining the agents CSAT, when they did a pretty good job etc. e.g. link to SurveyMonkey form.


    Any ideas how to accomplish this? 

    0
  • Scott Patterson
    Comment actions Permalink

    What is the correct placeholder for a custom Multi Select field?

     

    Both 'ticket.ticket_field_<field ID number>' and 'ticket.ticket_field_option_title_<field ID number>' do not seem to work.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Scott,

    I just tested this placeholder and it worked on my test account

    {{ticket.ticket_field_option_title_515416}}

    You'll replace the ID I have with the custom field ID on your account of course. You'll also want to make sure the field is editable to end-users if you're trying to display as a public comment.

    Hope this helps!

    0
  • Scott Patterson
    Comment actions Permalink

    Just updating that Brett is correct, I tested this wrong.

     

    For Multi-Select:

    {{ticket.ticket_field_option_title_<ID>}} - Outputs the name of the selections

    {{ticket.ticket_field_<ID>}} - Outputs the tag values of the selections

    0
  • Justin
    Comment actions Permalink

    Is there a placeholder that will capture followers' email addresses?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Justin,

    There's no placeholder available for capturing followers' email addresses at this time. The only placeholder available is the ticket.follower_names which will capture the name of the followers.

    Let me know if you have any other questions!

    0
  • Jason Littrell
    Comment actions Permalink

    Hey Brett,

    On a whim, I checked to see if the ticket.followers placeholder did anything. It returned the names of the followers on the ticket, so I dug a little deeper, and it appears to contain full user objects with all the associated placeholders. With that, I got this code to return the email addresses:

    {% for follower in ticket.followers %}{{follower.email}}; {% endfor %}

    The ticket.followers placeholder isn't listed above, but it mirrors the function of the ticket.ccs placeholder mentioned under ticket.cc_names. Is the placeholder a new addition that hasn't made it's way to the documentation, or is it unsupported and may change in the future?

    1
  • Bballard
    Comment actions Permalink

    I don't see a placeholder ticket.link, only ticket.url, any update on that and why it changed?

    Also, when I put ticket.url into an outbound email, it shows up in my (test) yahoo email account as the non-clickable text ourdomain.zendesk.com/hc/requests/100, rather than starting with http:// or https://. Some email clients are smart enough to make it clickable, but not all do. I'd prefer to have it resolve to the full URL including http...   Can I do that using # as a prefix, e.g. #{{ticket.url}} ?

    0

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