Question
How can I format Zendesk placeholders with liquid markup?
Answer
Use output markup and filters to modify placeholder output. Output markup, such as placeholders, is surrounded by matched pairs of braces, for example, {{ticket.ticket_id}}
. A filter is a method that acts on the output markup. The filters modify the output and the result is displayed as a string. The output and the markup are separated by a vertical bar, or "pipe" (|), and the overall format is {{ output | filter: }}
.
See all of the standard filters on the Liquid for Designers page. To illustrate the concept, see the following example.
Example: Showing only the last element in nested custom ticket fields
When building custom drop-down fields, you can nest the structure using double colons - "::". For example, if you make a drop-down with options of Support::Password
, Support::Performance
, Billing::Invoice
, and Billing::Refund
, the end user will first select either Support
or Billing
and then choose the options within these categories. You can output custom ticket fields like this in a placeholder, following the format {{ticket.ticket_field_ <field ID number> }}
.
However, this default placeholder format does not take nesting into account. The output for the above example is "Billing::Invoice", which shows the double colons. To show the last element only, "Invoice", use two filters in combination. The first filter, called "split", splits the string upon a matching pattern ("::"). The second filter, "last", gets the last element of the passed-in array. To split on "::" , go after the split filter:{{ticket.ticket_field_<field ID number> | split:"::" | last }}
For more information, see this article from Github: Liquid for Designers.