Can I add custom ticket field values to email notifications?

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  • Deidre Jones

    How do I find the field ID for system fields. Looking for Subject field id

  • Jessie Schutz

    Hi Deidre!

    Numerical field IDs are only given to custom ticket fields. If you tell me more about what you're working on, I might be able to help you figure out where to find what you need!

  • Vladan Jovic

    I'm wondering if there a way to put custom user (requester) field values into a ticket?



  • Chris Bulin

    I've added a ticket field (a checkbox) to our auto response in our sandbox, but when I send it to a test account, there is no field showing to the end user. 

    Am I missing something?

  • Gretchen Ladd

    Hey Chris! The process is a bit different for custom checkbox fields.

    You can use placeholders in combination with Liquid markup to verify if a checkbox has been selected on a ticket and provide customized output based on the checkbox status (checked, or not checked).

    When you use Liquid markup if/else/case statements for checkbox custom ticket fields, keep in mind that the checkbox field has a value of 0 or 1, not false or true. For example:
    {% if ticket.ticket_field_(field_id) contains ‘0’ %}
    checkbox is unchecked
    {% else %}
    checkbox is checked
    {% endif %}
    Where you can replace the "checkbox is unchecked/checked" text with whatever text you would like to be displayed.
    Hope this helps!
  • Chris Bulin

    Thanks Gretchen!

  • Jimmy Rufo

    Would adding this to notifications make the field value visible to all recipients, or just agents?

  • Jon Daniels

    Hey, Jimmy!

    Adding this will display the value to anyone who can see the public comment (including end-users, if they are on the communication), as the value is rendered in text when the agent submits the macro comment.

    Hope this helps!


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