Understanding placeholder suppression rules

Return to top


  • Liz W

    I'm trying to make sense of this article and the Zendesk Support placeholders reference article and understand whether we can use comment placeholders or not.

    We would like to be able to include the content of the customer's message in the all agent or assigned group notification email when a new ticket is created.  The "users" in the examples above all seem to be end users (the requester), but I'm wondering about agent notifications, and I wish this page explained this more explicitly.

    We'd also like agents to be able to respond by replying to the email; does this functionality still exist in Support?

    I'm going to start testing it out, and I'll probably find the answers eventually, but I'd love to see this information spelled out more clearly in this post! And if anyone has insight and can point me in the right direction as I work on it, I'd be grateful.

  • Beau P.
    Zendesk Customer Care

    Hi Liz,

    Placeholder suppression is specifically enacted in cases when the following criteria are met:

    The recipient is an end user.
    The creator of the message is an end user.
    The trigger fires upon ticket creation.

    Placeholders are suppressed in these instances to ensure that end-user created tickets cannot relay spammy content. What spammers will attempt to do is open a ticket against your account with their intended email recipient designated as the ticket requester, meaning if placeholders were not suppressed on ticket creation for end-user created tickets the spammy content of their message would be rendered to the requester notification by the trigger placeholder. Suppressing the content when the three above criteria are met prevents this from happening.

    That said, notifications to agents are not inhibited in this manner, and placeholders will render content in agent-facing triggers without interference.

    To your second question, agents can certainly reply to tickets via email, the comment privacy off those replies determined in your settings as detailed here: https://support.zendesk.com/hc/en-us/articles/360019959754-How-can-I-publicly-reply-to-a-ticket-through-my-email-when-comments-via-email-are-private-by-default-

    Beau | Customer Advocate | support@zendesk.com

    Ask our Zendesk Community

  • Liz W

    Great. That's helpful. Thanks, Beau.

  • Greg Clapp

    When an end user replies by email to a notification from a ticket that is now closed, a follow-up ticket is created, the CC list is copied to the new ticket, and a notification is sent to the CC recipients. However, placeholder suppression rules prevent the new ticket's subject, description or comments from being displayed in that notification, so the CC recipient has no context or idea what this new ticket is about, rendering the notification practically useless. "You've been CC'd on this request, but we're not going to tell you what it's about."

    This has been creating a lot of confusion and a bad user experience for the subject matter experts we rely on to provide input on tickets. Our organization is too large and varied to make all potential SMEs into agents or light agents. This gap in functionality gives the impression that the system is broken, and there's no way for them to get more info without having to reply with dumb-sounding questions like, "What's this about?" 

    Are there any options for making sure CC recipients get more details about the new tickets they're CC'd on?

  • Joyce
    Zendesk Customer Care
    Hello Greg,
    When a follow-up ticket is created by an end user, comment data placeholders will be suppressed which will affect notifications coming out to any end users that are part of the ticket. As this rule is created to protect accounts from being attacked by spammers, I'm afraid that there's no option to bypass this. 
    We encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. 

Please sign in to leave a comment.

Powered by Zendesk