My customers are getting the following error in their email notifications: "Liquid error: undefined method 'split' for nil:NilClass" Follow

Issue Symptoms

My customers are getting the following error in their email notifications: "Liquid error: undefined method 'split' for nil:NilClass"

Conditions

  • You must be an account administrator
  • Team plan or above

Resolution

The problem is likely occurring because your Help Center is not active and you are using one of the following placeholders in the body or subject of your email notifications:

{{ticket.link}}

{{ticket.url}}

Your customers cannot click on the ticket URL without an active Help Center so the error "Liquid error: undefined method 'split' for nil:NilClass" is displayed instead.

To get around this issue you can either activate the Help Center or remove those placeholders from your triggers/automations.

 

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