Zendesk Support placeholders reference

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225 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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  • Gab
    Zendesk Customer Advocate

    Hi Hugo,

    You can use dynamic content to translate the satisfaction rating emails based on user language. You can check this article: Are CSAT surveys multi-lingual?

    About the positive/negative rating links – you can use HTML tags to create hyperlinks with these placeholders. Example:
    <a href="{{satisfaction.positive_rating_url}}"> Click for a postive rating </a>.

    Hope this helps. Thanks Hugo!

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  • Gab
    Zendesk Customer Advocate

    Hi Rowan,

    The placeholders will always render based on the language set on the user's profile, so I'm afraid there's no option to force system placeholders to display text in a language different from that of the requester's language.

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  • Ben Wilcox

    So, the Description doesn't technically seem to be a field as it's just the first comment of a ticket. Which is a bit wierd.  It would be nice to be able to grab that first comment when it's created and put it into a separate field that's reportable if there's a way to do that.  Also, since the first comment becomes the Description, is there any utility for what to do with the last comment, which could be something like "Close Notes"?  Having a way to see close notes in a report outside of having to make a separate field would be very useful.

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  • Austin K
    Zendesk Customer Advocate

    Hey there Ben Wilcox,

    Really great questions and solid use cases here.  For a setup like that, that's technically possible, but will sadly go beyond the scope of support for what Support can natively do with ticket comments. 

    Triggers and automations don't have any actions available to fill in ticket text fields like they do with dropdown or multi-select fields, but you could fire a HTTP target as a trigger/automation action instead to update the same ticket via API (pointing to https://subdomainnamehere.zendesk.com/api/v2/tickets/{{ticket.id}}.json).  In this setup, you could tell this hypothetical target to fill in a ticket's text field with the value of {{ticket.description}}.

    It's hugely important to note that we don't officially support this method due to the risk of race conditions and possible ticket collisions, but if you were still determined to have a ticket field filled in with a ticket comment, the target/trigger combo would be the way to do it.

    As for those close notes, having an additional ticket text field to fill in the last ticket comment would also be the best bet I can think of, applying a text field value like {{ticket.comments | last}}.  Explore's reporting data thrives more on ticket fields rather than the content of ticket comments themselves, so just as long as we can have that desired data stored in field values specifically, you'd be all set to report on it in Explore.  Hope this helps!

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  • Sham Moodley

    Can placeholders be used in Zendesk guide. I would like to personalize some articles based on the organization name? 

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  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Sham,

    Placeholders are currently not available for the Guide Product, they are for ticket updates. Can you explain your use case a little more and perhaps there is another solution we can find for you.

    Thanks!

    Jason Schaeffer | Customer Advocate |

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  • Sham Moodley

    Hi Jason, 

    Basically, I want to create an article in Guide and based on the Signed-in user's organization, I want some part of that article to pull the organization's name. So the article seems like it is written for that organization, instead of me writing the same article multiple times but just changing the organization name. Hope this helps

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  • Stanislav Hlazkov

    Hi! What about user's photo? I see mention of "Avatar" in comments_formatted. But I tried it and see only name. Is there a way to get user's photo content url from placeholders? 

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  • Austin K
    Zendesk Customer Advocate

    Really good question, Stanislav Hlazkov.

    A user's avatar URL isn't available natively with our user placeholders, but with some custom Liquid code and filters like this split filter, it looks like this is somewhat possible if you pull from those formatted ticket comment placeholders instead.  Since those placeholders are pre-formatted chunks of HTML markup which make the comments look pretty in email notifications, we could try cutting out almost all of the formatting except for the photo URL.

    I got some code working, but ONLY when using it in trigger/automation email notifications, so sadly no luck with displaying photo urls directly within ticket comments themselves. 

    We wouldn't be able to troubleshoot custom Liquid usage like this officially, but maybe something like this code below might just do the trick if you're focusing on pulling the photo URL of the author of the latest comment:

    {% assign newtext = ticket.latest_comment_formatted | split: 'src="' %}
    {% assign evenmoretext = newtext[1] | split: '"' %}
    {{evenmoretext.first}}
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  • Stanislav Hlazkov

    Austin K thank you for your reply. We will try to use this trick. I think it will be helpful for us.   

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  • Usman Khan

    Can we get the old values from webhook. For example: I updated the ticket Title from "This was my ticket title" to "My ticket title is fine". Can I get the old title which is "This was my ticket title"?

    Thanks

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