Zendesk Support placeholders reference

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70 Comments

  • Administrador

    Hello,

    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?

    Regards.

    0
  • 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!
    1
  • Andrea Rodriguez (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. 

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  • ZIS Integration

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

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  • Gautam Dama

    Can we add Custom fields as placeholders? I have a Custom field named, Feature Request State. So something like ticket.featurerequeststate?

    Thanks

    1
  • Madison Hoffman
    Zendesk Digital Resources Team

    Hi Gautam! You sure can. It's listed deep in one of the tables above but here is the format: 

    ticket.ticket_field_<field ID number> Property/placeholder format for custom fields. For example, {{ticket.ticket_field_123}}. See Placeholders for custom fields.
    ticket.ticket_field_option_title_<field ID number> Property/placeholder format for the option titles of a drop-down custom field. For example, {{ticket.ticket_field_option_title_456}}. See Placeholders for custom fields.


    As mentioned there, this article has some additional info that might help: https://support.zendesk.com/hc/en-us/articles/4408887218330#topic_nfp_nja_vb 

    1
  • Gautam Dama

    @Melinda Davis Thanks!

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  • Andreas Bramantyo

    Hi team,

    Can we create a custom placeholders? We want to add data about customer's request such as block account, change phone number etc. We have that data field on Zendesk form that manually filled by agents

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  • Andreas Bramantyo

    and also for tags, can we add/grab 1 specific tag that is added into the ticket (for example we have 5 tags tagged into the ticket)?

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  • Jean-michel WEISS
    {{current_user.custom_fields.<key_name>}} is this working in a macro ?

    my field key is called access and it is plaintext, so my placeholder normally is
    {{current_user.custom_fields.access}} ? I get only a blank space withit when i use the macro
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  • Joyce
    Zendesk Customer Care
    Hey Jean-michel!
     
    I tested the placeholder in a macro and it is indeed working. This placeholder is intended for user fields and the <key_name> to input is the value in the Add field key box.
     
    Hope this helps!
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  • Jean-michel WEISS

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  • Joyce
    Zendesk Customer Care
    Hey Jean-michel!
     
    The placeholder captures the user field value of the person who's using the macro. Does the Access user field in your profile do have value in it?
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  • Jean-michel WEISS

    Ok, so i'm not sure but maybe it's not the appropriate placeholder.  what i would like is a placeholder which captures a custom user field, from the user who created the ticket

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  • Joyce
    Zendesk Customer Care

    To capture the Access field value of the ticket requester, use the placeholder

    {{ticket.requester.custom_fields.<key_name>}}
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  • Jean-michel WEISS

    Thanks !!! it works

    0
  • Joyce
    Zendesk Customer Care
    Glad to know this works! Have a great day ahead!
    0
  • Marshall Hahn

    Hello! I am in the process of converting a few of our triggers to be automations and came across a question about placeholders/variables in the action step.

    When creating a trigger, the placeholder for ticket.assignee.email is available to use, and this is what we have been using up until this point:

    However, when I attempt to create an automation, the same placeholder ticket.assignee.email does not appear to be available for use here:

    Is there a reason why this is the case? In case this is helpful context, we are using the action to notify an active webhook with a JSON payload (which includes the placeholder in the JSON body).

    Thanks in advance for any clarification around this!

    1
  • Jason Schaeffer
    Zendesk Customer Care
    Hi Marshall, 

    Thanks for reaching out, I just tested this within my Test Account and was able to add it. Only a certain amount of placeholders will pre populate as a drop down list and are not the same for Triggers and Automations, however as long as you format it properly you can simply manually add it using the double curly brackets. 

    I hope that helps!
    2
  • Marshall Hahn

    Hi Jason Schaeffer,

    Amazing! Thank you for the clarification, that is helpful to know.

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  • Erik Cerbulis

    I have set up a trigger to send an email based on criteria in a ticket.  I am trying to capture the requester's organization field that is reflected on the ticket.  If the requester is associated to multiple organization records, it is choosing the user's default org instead of the one on the ticket.  I am using the value {ticket.organization.name}.  Is there a way to pull in the correct value?  

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  • Dave Dyson
    Zendesk Community Manager
    Hi Erik,
     
    {ticket.organization.name} should give you the organization selected on that ticket, not the default organization (unlike {ticket.requester.organization.name} which should give you the ticket requester's default organization. 
     
    I've tested this on my own account, using both a macro that uses both of the above placeholders, as well as using those placeholders directly in the email notification text box in a trigger.
     
    Can you verify that the ticket you're testing this on does not have the organization set to the requester's default organization? 
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  • Erik Cerbulis

    Thank you Dave.  Not sure what changed but it is working now.  

    0
  • Dave Dyson
    Zendesk Community Manager
    Glad to hear it, Erik!
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  • Roee Aizman

    I am still waiting for ticket.organization.custom_field values

    When it will be available?

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  • Leon Nicolaou

    Hi, is there a way to change/rename the "Subject of the ticket conversation" into the email that a customer enters when fills up the basic form (Name & Email ) to being transfer to an agent? 

    Currently the default ticket subject is "Conversation with xxxxxxxxxxx (customer name)".

    Thank you!

    1
  • Santiago Gandolfo
    Community Moderator

    Hi, is there a list of the possible "ticket.via" values? Or a way to get them via API?
    We are trying to use this field in order to know how to process the Ticket Audits API (because the way to get the user's messages from that API is slightly different between messages sent from Whatsapp and messages sent from the Zendesk  Messenger Web Widget as an example).
    We know that we can get them manually, but specially for channels that we can't replicate on our Staging environment it becomes cumbersome and prone to mistakes.

    Cheers!

    0
  • Karun Kamal
    Zendesk Customer Care

    Hi Santiago Gandolfo!

    You can find the list of via types here: https://developer.zendesk.com/documentation/ticketing/reference-guides/conditions-reference/#via-types 

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  • Santiago Gandolfo
    Community Moderator

    Hi Karun! Thank you for the list, it's exactly what I needed!
    But is it outdated? Because while testing from the New Web Widget (Zendesk Messenger) I'm getting 'messaging' for the via, and I'm not seeing this on the list.
    Cheers!

    0
  • Riah Lao

    Hi,

    1. Is there a way to "escape" or what to replace single quote ' within the if else condition?

    For example:

    {% if ticket.brand.name == 'XYZ's' %}

    2. Does "else if" work?

    Thanks,

    Riah

     
    1

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