Zendesk Support placeholders reference

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73 Comments

  • Julian

    Hey all,

    I'm trying to understand how to make a custom placeholder that captures a section of data from Zendesk sunshine. Can someone help me understand what the code would look like?

    0
  • Judy Luong

    Hi,

    What would the placeholder be for a date field?

    0
  • Charles Gresula
    Zendesk Customer Care

    Hi Roee aizman,

    I see it here as something that's available for use - ticket.organization.custom_fields

    0
  • Ryan Boyer

    For the "Alias" field, I understand that the placeholder "agent.name" pulls the Alias if present; however, is there a specific placeholder for just the "Alias" field?

    We have a use case where we would like to pull the "Alias" in certain situations and the "agent.first_name" in other situations. I don't see how we can do that without if/else statements in liquid markup.

    1
  • Ola Timpson

    I saw someone asked above if there is a placeholder to link to a brand's help centre, but don't see an answer. Is there a way to do this please?

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  • Tony Williamson

    Hi Ola 

    This is what we did in our Macros

    {% if {{ticket.brand.name}}​ == 'Brand X' %}
    {% assign kb = 'http://brandx.support.com' %}
    {% elsif {{ticket.brand.name}}​ == 'Brand Y' %}
    {% assign kb = 'http://brandy.support.com' %}
    {% elsif {{ticket.brand.name}}​ == 'Brand Z' %}
    {% assign kb = 'http://brandz.support.com' %}
    {% else %}
    {% assign kb = 'http://brand123.support.com' %}
    {% endif %}

    Hi

    For further details - visit {{kb}} for 100s of FAQs already answered...

    Thanks

    Try it out

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  • Ola Timpson

    Hi Tony - thanks for sharing!

    I've just been having a play and have come up with the following, which seems to work.

    {% assign link_parts = {{satisfaction.rating_url}} | split: "/" %}
    https://{{ link_parts[2] }}/hc

    I have over 20 brands and so try to avoid switching on brands if I can!

    1
  • Tony Williamson

    20 - wow 

    I thought our 5 or 6 were a handful... happy to pay it forward

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  • Galen Rutledge

    I have not tested this thoroughly, but it seems I am having no success with using: 

    ticket.public_comments_formatted

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  • Jason Brown

    When using the #{{ticket.id}} placeholder to generate a link in a email notification (for example, a ticket creation email notification), it appears that the link it always the end-user link. This causes these links to fail for our light agents/agents when they open a ticket. This link ends up redirecting them to the help center/guide home page.

    Is there a way to make sure this user is the Agent interface link when the requester is an internal user?

    Thanks

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  • Dane
    Zendesk Engineering
    @Galen,
     
    Due to the nature of your concern, I'll create a ticket for you. Please wait for my update via email.
     
    @Jason,
     
    On email notifications, the URL generated will be in the format of /hc/requests/TicketID instead of /agent/requests/TicketID. Changing these values is not supported. However, on the actual tickets, these format will still open the correct ticket on the Support interface and will not route you to the Help Center.
     
    Hope this helps!
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  • Holly Wessel

    Hi there,

    Is there a placeholder that can read two names but not the whole name? I have a fair amount of regular communication with people with two first names. For example, a woman named Joy Lynn Baker with the placeholder for the first name will pull as Joy and then I have to go in a manually had Lynn. If there is a way to denote two words as one name in their profile we create or some other way to do it, that would be swell. 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Holly,

    I'm not aware of a placeholder that will accomplish what you're looking for at this time unfortunately. I think the best option would be to format the names to look like "Joy-Lynn Baker" which should allow you to use the first name placeholder. This will then display "Joy-Lynn" when the placeholder is applied. I know this isn't exactly what you're looking for but hopefully this helps!
    0

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