Zendesk Support includes inborn system rules that suppress placeholders in triggers in certain situations. Inborn system rules are rules that you cannot change, modify, or override, which dictate the default behavior of Support (see About inborn system ticket rules). These rules may sometimes make it seem like placeholders in triggers failed to work, but this isn’t a mistake.
These rules protect you because they prevent spammers from using your account to distribute spam messages. Placeholder suppression in triggers keeps content from spammers out of notifications and prevents spammers from forwarding spam.
This article includes these sections:
- About placeholder suppression rules
- Criteria for placeholder suppression in triggers
- Placeholders affected by suppression rules
- Exceptions to placeholder suppression rules
About placeholder suppression rules
If you have triggers that include an action to email users (the Email user action) and that include placeholders, certain placeholders in the trigger will be suppressed if certain conditions are met. This includes triggers that send email notifications sent to CCs (the Email user + (requester and CCs) action). There are two default triggers that affect CCs email notifications (see Understanding how email notifications are sent to CCs by default).
Placeholder suppression only occurs when the trigger fires upon ticket creation.
We recommend that you do not use lead-in text that describes or announces the presence of ticket comments in the email. The lead-in text will not make sense if the placeholder that follows is suppressed. For example, don't include text such as, "a copy of your message is below."
Criteria for placeholder suppression in triggers
Placeholder suppression in triggers occurs when all the following criteria are met, and both Anyone can submit tickets is enabled and Ask users to register is disabled.
- The recipient is an end user.
- The creator of the message is an end user.
- The trigger fires upon ticket creation.
Placeholders affected by suppression rules
These are the placeholders that are affected:
For more information about the affected placeholders, see the Zendesk Support placeholder reference.
Exceptions to placeholder suppression rules
Placeholders are not suppressed if:
- The placeholder is part of an action to notify an email target (the Notify target action).
- The placeholder is in an organization subscription notification because these notifications are not controlled by triggers at all.
- The Anyone can submit tickets setting is disabled or the Ask users to register setting is enabled.
- The ticket was created through the Tickets API. This includes any of the functions listed on the Tickets API endpoint.
- The placeholder is part of an email sent by an automations.
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.
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 | email@example.com
Ask our Zendesk Community
Great. That's helpful. Thanks, Beau.
Please sign in to leave a comment.