Zendesk Support placeholders reference

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155 Comments

  • Thomas Joussot
    Comment actions Permalink

    Is there any plan to propose a placeholder dedicated to the rating reason?

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Thomas,

    Nothing on the roadmap currently. Could you provide some additional context on why you'd need this placeholder available? I'm happy to pass your feedback along to the appropriate team :)

    Let me know!

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  • Thomas Joussot
    Comment actions Permalink

    Hey Brett,

    Thanks for the quick feedback! But so bad to hear so…

    The context is pretty simple: we have triggers and macros that notify the related team once a ticket has a bad rating. To do so, we're using the following placeholders:

    • satisfaction.current_comment
    • satisfaction.current_rating

    We'd like to be able to simply add something like satisfaction.reason. This information is here, I don't see any reason why I wouldn't be allowed to retrieve this helpful information in our triggers and macros. I guess this makes sense ;-)

    Thanks!

     

     

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  • Bruce Ledbetter
    Comment actions Permalink

    I have a trigger with Meet ANY of the following conditions: 

    • Status Changed to Solved 
    • Status Changed to Closed

    The action notifies a URL Target with this message: 

    {
    "response": {
    "ticketId": "{{ticket.id}}",
    "ticketStatus": "{{ticket.status}}",
    "latestComment": "{{ticket.latest_public_comment | json}}",
    }

    This works fine for me if the agent add a comment upon solving the ticket.  

    If the agent solves the ticket without ever adding a comment, "{{ticket.latest_public_comment | json}}"  has all of the customer comments. 

    If the agent solves the ticket with out adding a comment but has given at least one earlier in the ticket, then "{{ticket.latest_public_comment | json}}"  has the agents last comment duplicated.

    I need to be able to determine if the agent has actually added a comment on the most recent update.  How can I do that?

     

     

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  • Andrew J
    Comment actions Permalink

    Can you trigger off 'Comment is Public', 'User is Agent', 'Comment is Present' or similar?  Depending what you need, you could have one trigger for if a comment is present and one for if it isn't.

    That help?

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  • Bruce Ledbetter
    Comment actions Permalink

    Hi Andrew, 

    Thanks for your response!  There is no option to say  "Comment IS NOT Present". The "Comment" condition only has "is" for the operator. 

     

    How do I handle the condition when the ticket is updated but the comment is not present?

    1
  • Eitan Blumin
    Comment actions Permalink

    Are there any plans to add SLA-related placeholders?

    hours_till_next_sla_breach , hours_since_sla_breach , etc.?

    We'd like to use such placeholders when notifying agents about impending SLA breaches, and provide the actual number of hours left in the message.

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Eitan,

    No plans for adding SLA placeholders at this time but I do think this would be super useful! I'm going to pass this feedback along to the appropriate team so they're aware of this need.

    In its current state, you'd be limited to using automations to notify your agents of an upcoming breach.

    Cheers!

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  • Ben Ballard
    Comment actions Permalink

    This is what I came up with to make a universally clickable link to the ticket in the initial response email to customers:

    If you'd like to send us an update, please reply to this email or you can view <a href="https://{{ticket.url}}">Ticket {{ticket.id}}</a> on the web to add comments or upload attachments.

    This article we're commenting on here still lists "ticket.link" (which no longer exists) rather than "ticket.url". Usually a URL includes the protocol or scheme, but ticket.url does not include it. 

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  • Brett - Community Manager
    Comment actions Permalink

    Appreciating you taking the time to share this with us Bballard! I'll reach out to our documentation team to see if we can get this information updated.

    Cheers!

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  • nrooney
    Comment actions Permalink

    Hi!

    Is there a way to copy the formatting of a ticket field when using the ""ticket.ticket_field_" place holder?

    For context, our users submit large amounts of information within one ticket field. This will include bullets, spaces, indents and paragraphs. When our agents use the Macro to populate a comment using the Custom Field, it comes out in one block of text and makes it very challenging. 

    When using the Macro our agents want to mirror the formatting used when inputting text into the custom field to help them better work on the ticket. 

     

    Thanks!

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  • Brett - Community Manager
    Comment actions Permalink

    Hi nrooney,

    If I'm understanding you correctly, you may be able to set something up using liquid markup. I was able to track down a useful tip that may help point you in the right direction: How do I display multi-select field values as bullet points?

    I hope this helps!

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  • Comment actions Permalink

    Hi! 

    I have configured custom userfield with keyfield "staff_id", in user profiles it is displayed and working.

    I have tried many different ways to use it, but  {{ticket.requester.custom_fields.staff_id}} returns nothing.

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  • Joel Hellman
    Comment actions Permalink

    @Константин-Чернышков:

    Did you mean that field "staff_id" to refer the current user (agent), or the ticket requester?

    Because it's not possible to reference a custom user fields for the current user (agent) in macros or business rules, you can only reference custom user fields that refers to the ticket requester. 

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  • Константин Чернышков
    Comment actions Permalink

    Of course, i mean ticket requester. End-user. His staff id i need to get and save in the ticket.

    And I can't get value of ticket requester userfield. Variable I wrote above returns nothing.

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  • Joel Hellman
    Comment actions Permalink

    Ok. In that case, {{ticket.requester.custom_fields.staff_id}} should work, as long as staff_id is the id of the user field on the current ticket requester. 

    Mind not all placeholders are supported in all locations. For example, "ticket" object is not available in agent signatures. 

    Also, you might want to try to reload your Zendesk to ensure any changes to your request user fields has been loaded. If I set a user field to a new value, and immediately use a placeholder in a comment that reference that field, sometimes I see that the new value is not registering until I refresh my browser session.

    If nothing of the above works, can you tell where you are trying to use the placeholder - is it in a macro, a trigger, automation, dynamic content, etc?

     

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  • Phil
    Comment actions Permalink

    How does one customise the text of a CC email so that it contains different information for an agent who's CC'd vs an end-user who's CC'd?

    There's only a single CC email template (under Tickets / CCs / CC email text), so presumably the only way is to embed a condition within that template.

    But I don't see any placeholder for the user to whom the email is being sent?

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  • Devan
    Comment actions Permalink

    Hello Phil,

    Sorry for the delayed response, but you can customize the text in email notifications to requesters and CCs by editing the Notify requester of the received request and notify the requester of comment update default triggers. You must be an administrator to customize default triggers.

    To customize default triggers for email notifications to requesters and CCs

    1. Click the Admin icon () in the sidebar, and then select Business Rules > Triggers.
    2. Open and edit the text in the Notify requester of received request trigger.
    3. Change the email subject and body text, if needed. Placeholders are allowed. Remember to save your changes when you are done.

    Best regards. 

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  • Phil
    Comment actions Permalink

    Hi Devan--

    Thanks for the reply.

    The issue is not customising the email that goes to the requester vs. a CC.

    The issue is customising the email sent to "CC who is a support agent" vs. the email sent to "CC who is an end-user". I can see no way to do that.

    Thanks,

    -Phil

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  • Thomas Joussot
    Comment actions Permalink

    Hi Phil,

    Actually CC contacts who are support agents will now be automatically set as Followers since the release of the Follower feature.

    Therefore this means that you can no longer set a specific email template for CC notifications like we used to be able to do in the past.

    Hope this clarifies.

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  • Kolbe
    Comment actions Permalink

    I'm using ticket.description in the JSON body of a trigger action that goes to an HTTP target. I find that instead of simply including the request description, I get a bunch of extra formatting including a horizontal rule, date, and name of the person who left the comment. Is there some way to avoid this, and just get the text of the description?

     

    "text": "----------------------------------------------\n\nFirst Last, Mar 24, 17:04\n\nNew Comment!"

    1
  • Aleksandr Plujnik
    Comment actions Permalink

    Have the same issue as Kolbe. Any updates Devan?

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  • Jason Harlowe
    Comment actions Permalink

    I know we can pass the user.organization.id vis placeholder, has anyone found the place holder for the Organization External ID?

    This would be useful especially when the external id's are referencing actual account numbers in a CRM.

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  • Gail L
    Comment actions Permalink

    Hi Jason,

    There is a placeholder for the external organization id in the placeholders, ticket.organization.external_id. It's in the "ticket data" section of this article.

    Hope that works for you!

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  • Gail L
    Comment actions Permalink

    Hi Kolbe

    This looks like something where we would need specific examples to troubleshoot. We're creating a ticket for you so that this can be investigated more deeply.

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  • Jason Harlowe
    Comment actions Permalink

    Thank you Gail L - your comment is going to save lives. 

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  • Eugenia Pavlovskaya
    Comment actions Permalink

    Hi,

     

    I literally copied #{{ticket.id}} from this article and inserted it into my trigger, but my customers still receive ticket ID as plain text, not a link to the ticket. What could it be?

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  • Dinesh Korgaokar
    Comment actions Permalink

    Eugenia Pavlovskaya you can refer the article https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-placeholders-reference#topic_giz_opl_rc

    {{ticket.link}} should be used to get ticket URL. 

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  • Eugenia Pavlovskaya
    Comment actions Permalink

    Thanks Dinesh! But {{ticket.link}} adds just full url, while I want the #ticket_number to be linked with this url. Basically the visual representation of simple HTML (<a href="ticket_link">ticket_id</a>), and #{{ticket.id}} is claimed to give this result but it doesn't - I still have lain text #25 in my notifications.

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  • Dinesh Korgaokar
    Comment actions Permalink

    you can add this line. <a href="{{ticket.link}}">{{ticket.id}}</a>

    this should work. You can use inline CSS.

    0

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