Zendesk Support placeholders reference

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214 Comments

  • Pierre Granger

    Hello there,

    Is there any way to display previous values for some fields ?
    Like for example, {{ticket.priority}} vs {{ticket.previousPriority}}, so we can highlight what has actually changed in the last edition ?

    Many times we reveice mails but have no idea what have changed on a ticket, so we have to go on ZD to find out.

    Thanks a lot for your help !

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  • Dave Dyson
    Zendesk Community Team

    Hi Pierre -

    I'm afraid going to the agent interface is indeed the best way for an agent to see how fields have changed, as placeholders only show current values.

    I'd highly recommend that you add your use case to this thread in our Feedback on Support topic: Feature Request: Add a placeholder about the previous status before the change is made. Our product team is especially interested in hearing about the details of this problem: the business impact, frequency of impact, who is impacted, and what it costs in time and effort to work around it.

    Thanks!

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  • Hugo

    Hi All,
    I have a question about {{satisfaction.rating_section}}
    is it possible to modify the language of the section? It's only available in English (Good I'm satisfied vs I'm not)

    Second question: how can I use this

    satisfaction.positive_rating_url A URL to rate the support positively.
    satisfaction.negative_rating_url A URL to rate the support negatively.

    and put it as a hyperlink? (ctrl+K doesn't work here)
    thanks all

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  • Rowan Seymour

    Hi

    We've been using an HTTP target to notify an external system of ticket status changes `{{ticket.status}}` but we noticed that if the agent changes their UI language in Zendesk, that value changes.. "Resolved", "Resolvido" etc.

    Is there any language independent way to get the ticket status? 

    -Rowan

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