Zendesk Support placeholders reference

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142 Comments

  • Stephen

    Hi,

    I was hoping to setup a placeholder that would different content in an email to a customer based on the Ticket Status that it was transistioning to - for example, if the Status moves from Pending to Solved.

    From my testing, this doesn't appear to work - I used the below in my Trigger action and when submitting the ticket update change the status to Pending / Solved, but it always enters the else loop.

    Hi {{ticket.requester.first_name}},
    {% if ticket.status == "pending" %}
    Pending
    {% elsif ticket.status == "solved" %}
    Solved
    {% else %}
    On-Hold / New / Open
    {% endif %}

    {{ticket.comments_formatted}}

    Is this possible to achieve with placeholders or does it require using Trigger conditions?

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  • Josie Salcedo

    Hi all - does anyone know how to pull the ID of a lookup fields target.

    For instance, on the end user profile we have a field set to link them to an Agent as their primary contact. We'd like to use this in a macro / webhook so we need the Agents ID. We can use the placeholder {{ticket.requester.custom_fields.primary_contact}} and this pulls the Agents name. That's great for the macro, but not the webhook we need.

    How would I pull the ID of the Agent? We have tried adding different variations of "id" at the end or externally but that does not seem to work. Thank you!

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  • Hello

    This article mentions that the placeholder {{ticket.comments_formatted}} will show both public and internal comments to agents.

    Note: Agents will receive both public comments and internal notes; end users will receive only public comments.

    However, in testing, only public comments are emailed/sent to agents when using this placeholder in the trigger 'Notify requester and CCs of comment update' when a Light Agent is the requester of the ticket.

    Is this expected behaviour?

    If so, how can we ensure that both public and internal comments are notified (emailed) to agents (including light agents) when they are the requester of the ticket and the ticket is updated?

    Many thanks

     

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  • Jacqui Tildesley

    Is there a way to access the ID's behind lookup values in placeholders?

    To expand - if I have a custom field which is a lookup type for organisation, the placeholder {{ticket.requester.custom_fields.<field_key>}} gives me the name of the organisation selected. Is there a way for me to access the ID in a placeholder instead?

    1
  • Raphaël Péguet - Officers.fr

    I'm sure I've seen somewhere placeholders (tags) for nested drop-down list fields that return the first value, but I can't remember how it's written.

    For example, if you have a field with the value: Restaurant::Français::5 étoiles, it will only return Restaurant.
    If you ever have it somewhere... (but without liquid)

    Best regards,

    Raphaël

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  • Gulzar Shikalgar

    Hi Zendesk Team, 

    Is there any way to load ticket_form_id  or ticket_form_title (not Display name for end user) as placeholder references ?

     

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  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Gulzar, 
     
    Thanks for reaching out! 
     
    We don't have a placeholder reference for ticket_form_id or ticket_for_title that is supported currently, but you can check out these Zendesk Support placeholders reference for. your checking. 
     
    Listed there, are the supported placeholder that you can use in Zendesk. 
     
     
    Hope that helps! 
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  • mfg

    @gulzar

    you could add a custom dropdown field with the names of forms, add a trigger that selects that value when the ticket is created, then use the placeholder for that custom field - then you would be able to reference the form, albeit indirectly. the main issue would be that if the standard form field for updated, then change wouldn't sync to the custom form field

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  • DigitalMan

    I'm pulling my hair out on this one

    I've created a custom field under organisations called org_support_level

    Its a Drop down field

    For my current testing, that field is set to the drop down value silv_test

    Here's the body of my email (The code for the purposes below is  bullet pointed for ease of reading and the bold is me describing whats happening 

    • {{ticket.organization.custom_fields.org_support_level}}
    • {{ticket.organization.custom_fields.org_support_level}}
    • {{ticket.organization.custom_fields.org_support_level}}
    • {{ticket.organization.custom_fields.org_support_level}}

    when the above 4 lines execute the following is output (which proves my 'placeholder' is correctly populated and I can get the text from the drop down to be out put

    silv_test

    silv_test

    silv_test

    silv_test

    then I want to Test for the drop down and if it equals silv_test output the line YOUR TICKET IS SILVER SUPPORT LEVEL

    • {% if  {{ticket.organization.custom_fields.org_support_level}} =='silv_test' %}
    • Your ticket is Silver Support Level     
    • {% endif %}

    Yet - absolutely nothing happens 

    I have tried something similar , but used a custom Organisation field that is text (and not a drop down) and it works perfectly

     

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  • DigitalMan

    By re-reading the top of this Article, (Ive cut and past the key bits)  I now see User and Organisation custom fields - That also use Drop downs need the suffix of .title

    (Something not needed for Tciket custom fields using drop downs)

    Anton - Thank you so much for a great article - 

    Ticket custom drop-down fields

    Ticket custom multi-select fields

    {{ticket.ticket_field_option_title_<field ID number>}}

    {{ticket.ticket_field_<field ID number>}}

    Note: The {{ticket.ticket_field_option_title_<field ID number>}} placeholder displays the title of the selected options while {{ticket.ticket_field_<field ID number>}} displays the tags associated with the selected options.
    User custom drop-down fields {{ticket.requester.custom_fields.<field_key>.title}}

    Organization custom drop-down fields

    {{ticket.organization.custom_fields.<field_key>.title}}
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  • Shahaf Zamir

    Hi,
    Is there any way to get the macro to change the organization name using the placeholders?

    0
  • Amer

    While I understand the need for ticket.status to be in the requestors language, is there a reason for ticket.status_category to be in the requestors language? Presumably the status_category is almost exclusively used for automations and not presented to the end user, can we make sure this is in English so that we may attach liquid logic to the placeholder output?

    0
  • Jysk IT en del af Sagro I/S

    When i make a side conversation ticket, i want placeholders to automatically fill in the original ticket creators informaton.

    Example:

    I have ticket A - the requester in that ticket is Person A.

    I make a side conversation in ticket A to Team A - This new child ticket is Ticket B - I want placeholders for example {{ticket.organization.name}} in that side conversation (Ticket B) to point to Person A. Is that possible?

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  • Carmelo Rigatuso

    Is there a way to see what the current schedule and SLA Policy is on a ticket? I wanted to add a notification to admins that would include (among other things) the current schedule and SLA policy that is currently applied on the ticket.

    0
  • Dane
    Zendesk Engineering
    Hi Carl,

    Yes you are correct, you need to use this similar format:
     
    {% if {{ticket.organization.custom_fields.org_support_level.title}} =='<Actual Field Value>' %} Your ticket is Silver Support Level {% endif %}
     
    Hi Shahaf,

    It will not be possible on the actual organization section. However, you can leverage the use of API, webhook and triggers to accomplish it. Unfortunately, it's OOS on our end.
     
    Hi Mads,

    Unfortunately, it's not natively possible. Placeholders are just associated with the organization and user profile of the actual ticket.

    Hi Carmelo,

    It's not part of the placeholder values. What I can think of is you can leverage API to get the SLA policy and Schedule currently assigned on the tickets. But the whole implementation will be done on your end.
     
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  • Marcelo Luiz Onhate

    I see there's no content_type property in the attachment, would it be possible to add that?

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  • Milena Rusanova

    Hi there,

    Is there a placeholder I can use to get the ticket requester language as ISO code?

    For example if the End User has the language German (Austria) I would like to use a placeholder to return de-at?

    Currently if I simply use {{ticket.requester.language}} this returns Deutsch (Austria).

    Thank you in advance!

    Milena

    0
  • Destiny
    Zendesk Customer Care
    Hello Milena,
     
    Thank you for your question. It's understandable that you're interested in using placeholders for more efficient workflow in Zendesk, particularly with regards to ticket requester's language in ISO format.
     
    Regrettably, there isn't a dedicated placeholder within Zendesk that directly retrieves the ticket requester's language in the form of an ISO code.
     
    This could potentially be a valuable feature to add more personalization to your customer interactions by acknowledging the language preferences of your users. It's quite a specific requirement, but as it stands, Zendesk does not support this directly.
     
    We appreciate your understanding regarding this situation.
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  • Austin Killey
    Zendesk Customer Care

    Hey hey Milena Rusanova - hope it's cool if I jump in as well!

    That ISO code example you listed looks just like our ticket.requester.locale placeholder - give that a shot! 

    For English (United States), that should return "en-us".  For Spanish, will return "es", and so on.  

    I believe that's what you're after, but let me know if you have something else in mind and we can go from there 👍

    1
  • Milena Rusanova

    Hi Austin Killey this is exactly what I needed! Thank you!

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  • shiva pulicharla
    {% assign newtext = ticket.latest_comment_formatted | split: 'src="' %}
    {% assign evenmoretext = newtext[1] | split: '"' %}
    {{evenmoretext.first}}

    im suprised to know and i need that API to get the latest_comment_formatted property in the response of an API
    please provide the necessary scope for that and API for that Austin Killey 

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  • Francesca Roig

    Can I pull the description {{ticket.description}} withour formatting?

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