Zendesk Support placeholders reference

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76 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?

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  • Judy Luong

    Hi,

    What would the placeholder be for a date field?

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  • Charles Gresula
    Zendesk Customer Care

    Hi Roee aizman,

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

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  • 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
  • Joe Brockhaus

    Would it be possible to add support for `attachment.id` under the Comment details?

    Zendesk Support placeholders reference – Zendesk help

    The goal is to include enough attachment detail in the trigger to avoid immediately pinging the API. The Redact Comment Attachment endpoint requires the ticket, comment, and attachment ids. 

    For instance, consider the following liquid markup in a trigger + resulting payload with one attachment. The resulting JSON property `id` does not have a value since `attachment.id` is not included in the available placeholders. To redact an attachment, we have to retrieve all comments after receiving the webhook, just to get the attachment Ids.

     

     

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Joe, welcome to the community!
     
    Eric Nelson from our developer support team mentioned a possible workaround in this thread: Attachment ID placeholder for a comment
     

    Unfortunately we don't expose the ID to the service that handles business rules placeholders. If you need this information, you can easily pull it from the list comments api endpoint.

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  • Test User

    Hi we have web hooks and triggers setup for our account to get back public comments which are posted on the tickets, I tried using the following place holders 

    {{ticket.latest_public_comment_html}}

    {{ticket.latest_public_comment_formatted}}

    {{ticket.latest_public_comment.value}}

    {{ticket.latest_public_comment_rich}}

    But still for messages with hyperlinks embedded in texts like the following 
    we are not getting back the links in the JSON payload sent back to us. Is there any way to get those links embedded in text. It works for us even if we get the links with markdown format like the following.

    [This is a text with link embedded in it](https://link-url-here.org)
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