Question
Why are the {{ticket.link}}
and {{ticket.url}}
placeholders not rendering?
Answer
For these placeholders to render within tickets, you must have an active Help Center. The placeholders generate links so end users can check their requests. If you encounter a use case where want to generate a ticket link, but keep your Help Center inactive, use HTML to create the hyperlink:
<a href="https://SUBDOMAIN.zendesk.com/agent/tickets/{{ticket.id}}">Click here to view the ticket</a>
For more information about placeholders, see the article: Using placeholders.