Zendesk Support placeholders reference

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196 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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  • Patrycja Mrowiec

    Hi, is there a way to get the email to which a support email was sent? We have multiple emails like help@companydomain, support@companydomain etc and I would like to use a placeholder with the specific email that received the ticket in a trigger.

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  • Andrew J
    Community Moderator

    What is your use case for this?

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  • Patrycja Mrowiec

    I'm creating a trigger that sends a bunch of ticket details to an external target which then inserts them into DataDog metrics. We would like to be able to filter our monitoring based on the support email that received the ticket.

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  • Alejandro Colon

    Patrycja Mrowiec

    I remembered in the API docs that you can query that info. 

    https://developer.zendesk.com/rest_api/docs/support/tickets

    I don't have time to test but I would see if "ticket.recipient" would work. According to the API, it is listed as "recipient - The original recipient e-mail address of the ticket"

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  • Donald Cornel

    Hello,

    I'm looking for a placeholder to get the first comment regardless if it's a public or private comment.

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  • Brett Bowser
    Zendesk Community Team

    Hey Donald,

    Unfortunately there's no first comment placeholder. You'd need to use either ticket.latest_comment_formatted to get the latest comment or ticket.comments_formatted which will give you a list of all comments. If you're an agent on the account you will see both public and private comments with those placeholders.

    Let me know if you have any other questions!

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  • Crawford Philleo

    Donald - I think you can access what you're looking for by using the 'last' method on the placeholder: `{{ticket.comments.last}}`

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  • Donald Cornel

    Hi Crawford Philleo,

    I'm good with this. Thanks man for sharing this placeholder.

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  • Donald Cornel

    Though, my next dilemma is that if the first comment is private, only the agent can receive it. The one being sent to the customer is the first public comment.

    Is there any way that the first private message can be sent to the customer?

    Because for the cases that a light agent sent the first email on behalf of the customer, then a ticket will be created as an internal note. The agent will just change the requester to the customer's email. I would like to include it on the notification to the customer when the ticket has been solved.

    Any workaround out there?

    Thanks.

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  • Jonathan March
    Community Moderator

    Donald,

    > Is there any way that the first private message can be sent to the customer?

    There is not. From my perspective as a longtime ZD user, this restriction is not only appropriate but essential. An important security feature of ZD is that we can be sure that internal comments will not accidentally be sent to the customer. Sometimes this causes some inconvenience, but the added security / privacy / confidence is well worth it.

    If you want a fundamentally different workflow, you can code it using the API.

    Or, more realistically for most support desks, write a macro to copy the oldest comment using {{ticket.comments.last}} as Crawford mentioned (though the fact that this is not formatted might sometimes be awkward), possibly with some additional boilerplate, and then send it manually as a public comment.

     

     

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