Zendesk Support placeholders reference

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  • Administrador


    I need to know if a ticket is marked as public or private. If I call the read ticket from the API I see that there is a property that indicates this: is_public

    But I can't find any place_holder to be able to send that ticket information.

    How could I access this information in the triggers?


  • Rick N.
    Hi Jose,
    Thank you for reaching out to Zendesk Support Advocacy team. My name is Rick​ and I’ll be assisting you today.
    If I understand this correctly then the properties you’re pertaining to(public or private) is the reply type whether its public(your actual response in a ticket to a customer) that your end-user can see and private(internal) that only your staff can see.
    On the article where you last commented : Zendesk Support placeholder reference this will be the placeholder you'll need. Please see image below ;

    And do not forget to add the double curly brackets for the system to identify these placeholders.
    Let me know if this helps. Im looking forward hearing back from you. Cheers!
  • CD Baby

    Is there a placeholder where we can point them to the appropriate brand help center? We have a macro that applies the ticket brand, but we'd like to direct them to the appropriate help center without having to create a duplicate macro with the same exact language, just for that. 

  • ZIS Integration

    Is there placeholders for the ticket's side-conversation data as well?


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