Using Liquid markup to support multiple languages in automations, macros, and triggers

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6 Comments

  • Mobius Solutions LTD

    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:

    {% for comment in ticket.comments limit:1 offset:0 %}
    {{comment.value_rich}}
    {% for attachment in comment.attachments %}
    {{attachment.filename}}
    {{attachment.url}}
    {% endfor %}
    {% endfor %}

    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)

    <p>Hi Ops,&nbsp;<br /><br />Please configure the following Account&nbsp;<br /><br /><br /></p>
    <table>
    <tbody>
    <tr>
    <td><strong>Account Type</strong></td>
    <td>Marketing</td>
    </tr>
    <tr>
    <td><strong>Brand Name</strong></td>
    <td>bla bla</td>
    </tr>
    <tr>
    <td><strong>Tenant Name</strong></td>
    <td>blibli EU</td>
    </tr>
    <tr>
    <td><strong>Sendgrid link for OpS</strong></td>
    <td>(Username, Password, API key)&nbsp;<a href="https://pwd.bliblo.net/" target="_blank" rel="noopener noreferrer">https://pwd.bliblo.net/</a></td>
    </tr>
    <tr>
    <td><strong>Email Field</strong></td>
    <td>STR63</td>
    </tr>
    </tbody>
    </table>
    <p><br /><br />Please reply once it is successfully configurated.<br /><br />Thanks,&nbsp;<br />Roni</p>
    <p>&nbsp;</p>
    0
  • Giuseppe
    Zendesk Customer Care

    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!

    0
  • Mobius Solutions LTD

    @...

    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? 

    0
  • Giuseppe
    Zendesk Customer Care

    Hi @...

    I'll be creating a ticket for your query and send an email to you so we can investigate further.

    Thanks!

    0
  • Khajik Khajadourian

    What is the difference between using dynamic content for multiple languages and liquid markup?

    1
  • Bri Fitzgerald
    Zendesk Customer Care
    Hey Khajik! Dynamic content and liquid markup are definitely similar in what they accomplish. The main difference is that dynamic content doesn't require learning any syntax, and has a UI, so it's easier for someone who doesn't have programming experience. And dynamic content is centralized. So, in the context of business rules; with dynamic content the user only has to update the content, and all of the business rules will be updated as well. If liquid markup is used, they'll need to update each business rule individually.
    1

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