Understanding placeholder suppression rules

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  • 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.


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