Liquid markup is commonly used in business rules to customize comments and email notifications. Liquid markup case statements enable you to define multiple messages to be used dynamically based on some attribute of the ticket.
In this article, we use the example of supporting responses in multiple languages. Many companies and organizations support end users who speak languages other than English. There are several ways to manage this. For more complex messages or many languages, we recommend using dynamic content. For simple messages in a few languages, liquid markup can be a great fit.
Using a Liquid markup case statement to support multiple languages
When your account supports multiple languages, users can specify their preferred language in their profiles. Then, you can reference the user's preferred language in a series of conditional statements within the body of the message you're defining for the automation, macro, or trigger.
The following example shows the email body for a trigger's Notify by: User email action. In this case, the account's default language is English, so we didn't need to label it within the Liquid markup formatting.
{% case ticket.requester.language %}
{% when 'Italiano' %}
Ciao,
La tua richiesta (#{{ticket.id}}) è stata ricevuta, è stato esaminato dal nostro staff di assistenza.
Per esaminare lo stato della richiesta e aggiungere ulteriori commenti, segui il link qui sotto:
http://{{ticket.url}}
{% when 'Danish' %}
Hej,
Din anmodning (# {{ticket.id}}) er blevet modtaget og bliver gennemgået af vores supportmedarbejdere.
At gennemgå status for anmodningen og tilføje yderligere kommentarer, skal du følge nedenstående link:
http:// {{ticket.url}}
{% else %}
Hello,
Your request (#{{ticket.id}}) has been received, and is being reviewed by our support staff.
To review the status of the request and add additional comments, follow the link below:
http://{{ticket.url}}
{% endcase %}
Using a Liquid markup case statement to create other dynamic responses
You can use a similar structure to create dynamic responses in contexts other than
preferred language. For example, a similar case structure could be used if you
wanted to respond based on the user's organization. In that scenario, you'd define
the case as {% case ticket.organization.name %}
and the repsonse
for each organization would be preceded by {% when 'OrganizationName'
%}
.
7 Comments
I have been attempting to copy the comment text (last comment) from one ticket and create another. It's working fine except for the formatting of the comment. I seem to be losing HTML tags and content while calling the new ticket API request.
I tried to structure the 'html_body' using {{ticket.latest_comment_formatted}} as well as with DC like:
But I am losing the original comment formatting in the process - has anyone been able to copy the last comment with formatting and attachments over API?
Example comment (converted to HTML)
Hi Rom,
It's possible that {{comment.value_rich}} is not returning an HTML formatted value because it is under ticket.comments, which displays all the comments in a ticket in unformatted text. See Comment Data
Instead, could you try using {{ticket.latest_public_comment}} or {{ticket.latest_public_comment_rich}}?
On another note, you may want to check the Linked Ticket app in our Marketplace and see if this also helps with your workflow.
Thanks!
@...
I tried these as well but still, I cannot get HTML to render while updating the ticket via HTML. The use of the linked tickets app is not good for me as it required much manual work and I am trying to automate this.
Any other suggestions?
Hi @...
I'll be creating a ticket for your query and send an email to you so we can investigate further.
Thanks!
What is the difference between using dynamic content for multiple languages and liquid markup?
Detailed Question on this: having a clickable logo in our agent signature in the brand setting (that works already) but i need it to work dynamically, so eg. when customer language is german = logo should lead to www.brand.de / when customer language is english = logo should go to www.brand.com
I assume this should be possible with liquid markup, BUT I am new to this - so hoping someone here can help.
In brand setting "signature" right after the logo - can I just add something like this:
{% when 'Italiano' %}(www.brand.it)
{% when 'German' %}(www.brand.de)
{% when 'English' %}(www.brand.com)
Appreciate anyone trying to help out on this :)
Kind regards,
Yvonne
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