Zendesk Support placeholders reference

Return to top

142 Comments

  • Tom Walker

    With the introduction of Custom Ticket Status', is there a placeholder for this status? From my testing, it looks like {{ticket.status}} still just references the OOTB status options.

    0
  • Colleen Hall
    Zendesk Documentation Team

    Hi Tom Walker,

    The {{ticket.status}} placeholder does still reference the system ticket statuses, even if you've activated custom statuses. Zendesk plans to make custom ticket statuses in placeholders available in a future update.

    Thank you for pointing this out though! I'm going to update this article to note that.

    0
  • Tanawat Oonwattana

    Is there any placeholder that I can get the follow-up ticket id?

    0
  • Christine
    Zendesk Engineering
    Hi Tanawat,

    There's no specific placeholder for follow-up ticket ID, but there are other conditions you can add to your business rules.

    If you want your trigger or automation to fire on follow-up tickets, in addition to email tickets, then add the below conditions under Meet ANY of the following conditions:
    • Channel | Is | Email
    • Channel | Is |Closed Ticket
     
    You may want to share more details about your use case so we can provide better recommendations. Thanks!
    0
  • Tanawat Oonwattana

    hi Christine,

    I want to send an api to another system, and I need to pass follow-up ticket Id in that API.

    The trigger condition you proposed does not provide the follow up ticket ID.

    Thank you.

    0
  • Christine
    Zendesk Engineering
    Hi Tanawat,

    You can use the ticket ID placeholder, although this is not specific to follow-up tickets alone.


    Can you please share with us the exact use case? You can also raise a ticket with our support team directly so we can assist you better. See Option 2: Contacting Zendesk Customer Support from within your product.
    0
  • Tanawat Oonwattana

    Hi Christine,

    I might not explain this clearly for you, apology for that.

    for example, there was a ticket ID #1 and it got closed by one of the agent, then the customer sent another email on top of #1, which create #2.

    I want to send the data of #2, how do I tell the other app in API that #1 is the original ticket of this one?

    0
  • Christine
    Zendesk Engineering
    Hi Tanawat,

    Apologies but currently, we do not have an available placeholder to pass the original ticket ID from follow-up tickets. There's no API endpoint to achieve this as well.

    If you have some time, I recommend that you start a post about this in our Feedback - Ticketing System (Support) using the Product Feedback Post Template. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!
    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Is there a way to have a placeholder output the _agent_ name for a form instead of the customer-facing form that the ticket.ticket_form placeholder outputs?

    0
  • Cameron Milne

    Hi all,

    Is there any way to make it only fire the trigger once to Slack?

    For example, we tag marketing which sends the trigger to Slack, then they comment on the ticket internally (which sends a new trigger), then we reply to the customer (which sends another trigger). We really only want one per ticket.

    Thanks in advance!

    0
  • Christine
    Zendesk Engineering
    Hi Cameron,

    You can add an action to the first trigger to add a tag on the ticket when the trigger fires. Then on the 2nd trigger, you can add a condition related to the tag, when that specific tag is present the trigger won't fire. 
     
    1st trigger:

     
    2nd trigger:

    0
  • Cameron Milne

    Brilliant, thanks for your help @...!

    0
  • Brian Rosenkrantz

    Does anyone know if it's possible to disable Zendesk form automatically creating links to the help center, just because you add a # in front of some random numbers?

    1
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Brian Rosenkrantz As far as I know, you can't. The workaround we use is to add a space between the # and the number to prevent the linkification of the number.

    1
  • Cor Falcon

    Anyone knows how to remove this preset text in the Satisfaction email ?

    ##- Please type your reply above this line -##

    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Hey Cor Falcon

    You'd want to uncheck the Mail Delimiter setting in your Admin Centre -> Channels ->Email. Note that applies to all emails sent from your account

    1
  • denis.menard

    Hello,

    On my side it doesn't work.

    Latest comment HTML push all the history of the mail. My customers receive so Twice the content if I activate Quoted content...

     

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi denis.menard I recommend reaching out to us via Messaging so we can take a better look at your account and some sample email notifications if you have it. Thank you!

    0
  • mfg

    I'd like to modify the formatting of the standard text in the notifications - font and colors. Specifically where it says the name of the person making the comment, the timestamp, the "## - Please type your reply..." snippet, and "This email is a service...".

    Our brand requirements differ from the existing and these components are identifiable as Zendesk emails. What options are there for styling these elements?

    0
  • Alexandre

    There is a way to get the last comment id using a placeholder? How?

    0
  • Dane
    Zendesk Engineering
    Hi mfg,

    You can refer to Customizing your templates for email notifications.
     
    Hi Alexandre,

    It's only possible via API. Placeholders will only provide you with the actual comment body and not the ID.
    0
  • Sérgio F.

    Hi! 
    This was super userful! 

    But I would like to know if is possible to look up for links (http) in conversation and do a list with everyones and send it in a integration as placeholder. I really appreciate it. I'ts possible?

    0
  • PAUL STRAUSS

    Is there any way to use placeholders to include an inbound phone number based on the brand it is associated with? I want to create a trigger that includes different phone numbers to call back depending on the brand and would rather not have to maintain separate triggers for each brand, since we have a lot of them.

    0
  • Ola Timpson
    PAUL STRAUSS you can definitely do that, using something like this:
    {% case ticket.brand.name %}
    {% when "brand1" %}
    Brand 1 phone number
    {% when "brand2" %}
    Brand 2 phone number
    {% else %}
    Default phone number
    {% endcase %}
    0
  • Steve Y

    Hi all,

    In our instance, encoded id has disappeared which now breaks one of our macros. 

    What should be used instead please?

    For reference, we were using encoding ID as a way of tagging incoming tickets via email to an existing request. 

     

    Thank you

    Steve

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Steve Y

    This may need more time to troubleshoot. I have created a ticket on your behalf so we can investigate the issue further. Please check your email for more information. Thanks!

    0
  • Leslie Nelson

    Alan Butcher - Did you ever get a resolution to the ticket placeholders including 'agent' in the link?

    0
  • Alan Butcher

    Hi Leslie - Not here, I found an article and I seem to recall my problem was that during my testing I was signed in as an agent and that is why it was taking me to the agent view, but that an external user could click the same link and be taken to the help center view...does that sound about right? Sorry, it has been a while! 

    0
  • Leslie Nelson

    Alan Butcher - yes, thank you. We are seeing an issue with light agents as well though. I hoped there was a firm answer on that one.

     

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Leslie,

    Alan is correct. The link for the ticket redirects differently depending on who is signed in when clicking it. If it is an agent, it will route to the Support dashboard but if it is an end-user, it will route them to their tickets in the Help Center.

    Hope this helps.

    1

Please sign in to leave a comment.

Powered by Zendesk