Zendesk Support placeholders are containers for dynamically generated ticket, user, and custom data. The format is a data reference contained within double curly brackets. Since you can also access ticket, user, and custom data when defining programming logic, it may be helpful to think beyond placeholders and think instead of data objects and their properties that can be used for either purpose.
There are two primary data objects in Zendesk Support: Ticket and User. Each has its own set of properties; the User object, for example, contains user properties such as name and email. In addition to these two data objects, there are associated data objects. For tickets, there are the Comment and Satisfaction Rating objects. For users, there are the Organization and Agent objects. There are also custom objects, which are defined by users and can be associated with tickets, users, and other Zendesk objects.
Although placeholders can be in HTML format, when a placeholder is sent to a URL target or webhook, unformatted text is used to render the placeholder, not HTML. Also, placeholders won't work within code blocks.
Support includes inborn system rules that suppress placeholders in ticket triggers in certain situations. Inborn system rules are rules that you cannot change, modify, or override, which dictate the default behavior of Support. These rules may sometimes make it seem like placeholders in ticket triggers failed to work, but this isn’t a mistake. These rules protect you because they prevent spammers from using your account to distribute spam messages. For more information, see Understanding placeholder suppression rules.
This article categorizes the placeholders by the data they display. When you specify placeholders, remember they are case sensitive.
- User data
- Organization data
- Agent data
- Ticket data
- Comment data
- Satisfaction rating data
- Custom object data
Related articles:
User data
- ticket.requester, who is the person who requested the ticket
- ticket.assignee, who is the agent assigned to the ticket
- ticket.submitter, who is either the user who submitted the request or the agent that opened the ticket on behalf of the requester
- current_user, who is the user currently updating the ticket (an end user, agent, or Zendesk as the system user)
This means that most of the user data listed in the following table can be returned for each type of user (for example, {{ticket.submitter.name}}, {{current_user.name}}, and so on).
Properties/placeholders | Description |
---|---|
user.name
Important: Remember to replace user with one of the user
types shown above (for example, ticket.requester).
|
The user's full name. |
user.first_name | The user's first name. |
user.last_name | The user's last name. |
user.email | The user's email address. |
user.language | The user's language preference. |
user.phone | The user's telephone number. |
user.external_id | The user's external ID (if one exists). Optional for accounts that have enabled enterprise single sign-on using JWT or SAML. |
user.details | The user's details. |
user.notes | The user's notes. |
user.time_zone | The user's time zone. |
user.role | The user's role (Admin, Agent, or End user). |
user.extended_role | When using Support Enterprise agent roles, this returns the name of the
agent's Enterprise role. These are the predefined roles:
If you've created custom agent roles, those role names are returned. If you're not an Enterprise account, using this placeholder returns 'Agent' for all agent users and 'End user' for all end users. For more information about custom agent roles, see Creating custom agent roles and assigning agents. |
user.id | The user's ID. |
user.locale | The user's locale (for example: en-US). |
user.signature | The agent's signature. Only agents have signatures. |
user.organization... | See Organization data below. |
user.tags | Tags. See Adding tags to users and organizations. |
user.custom_fields.<field_key> | Property/placeholder format for the value of a custom user fields (except drop-down fields). For example, {{ticket.requester.custom_fields.my_custom_field}}. See Adding custom fields to users. |
user.custom_fields.<field_key>.id | The ID of the target record in a lookup relationship field. |
user.custom_fields.<field_key>.title | Property/placeholder format for the value of a custom user drop-down field. For example, {{ticket.requester.custom_fields.manager_for_approval.title}}. See Adding custom fields to users. |
About user name placeholders
The behavior of the first name and last name placeholders depends on the formatting of the name on the profile. For example, if you use the name Dutch van der Linde, the placeholder user.last_name will show 'Linde'. If you use the name van der Linde, Dutch on the profile, then the placeholder user.last_name will show 'van der Linde'.
Additionally, in Japan, the first name placeholder refers to the user's last name and the last name placeholder refers to the user's first name.
Organization data
Each type of user can be added to an organization. An organization contains the following data properties.
Properties/placeholders | Description |
---|---|
user.organization.id
Important: Remember to replace user with one of the user
types shown below.
|
The ID of the organization that the user is assigned to. |
user.organization.name | The name of the organization that the user is assigned to. |
user.organization.is_shared | True or False. Indicates if the organization is a shared organization. |
user.organization.is_shared_comments | True or False. Indicates if the organization allows users to add comments to other user's tickets. |
user.organization.details | Details about the organization. |
user.organization.notes | Notes about the organization. |
user.organization.tags | Tags. See Adding tags to users and organizations. |
- {{ticket.organization.name}}, which is the ticket requester's organization
- {{ticket.requester.organization.name}}, which the same as {{ticket.organization.name}} (the requester)
- {{current_user.organization.name}}, who is the user currently updating the ticket (an end user or agent)
- {{ticket.assignee.organization.name}}, who is the agent assigned to the ticket
- {{ticket.submitter.organization.name}}, who is either the user who submitted the request or the agent that opened the ticket on behalf of the requester
Agent data
You can use the following placeholders in agent signatures only. For information on agent signatures, see Adding an agent signature to ticket email notifications.
Properties/placeholders | Description |
---|---|
agent.name | The agent's full name (or alias, if present). |
agent.first_name | The agent's first name. |
agent.last_name | The agent's last name. |
agent.role | The agent's role. |
agent.signature | The agent's signature. |
agent.email | The agent's email address. |
agent.phone | The agent's phone number. |
agent.organization | The agent's organization. |
agent.language | The agent's language. |
agent.time_zone | The agent's time zone. |
Ticket data
Zendesk Support tickets contain the following data properties.
Properties/placeholders | Description |
---|---|
ticket.account | The Zendesk account name. |
ticket.assignee.name | Ticket assignee full name (if any). See User data above. |
ticket.brand.name | The ticket's assigned brand name. |
ticket.cc_names | Returns the names CCs on the ticket.
Note: If you are using the new CCs and followers experience and you are
adding or updating your placeholders, we recommend using
ticket.email_cc_names instead of
tickets.cc_names . They do the same thing.If you want to return the email addresses of the people CC'd on the message, you can use this Liquid code:
|
ticket.email_cc_names |
With the new CCs and followers experience, returns the names of CCs on the ticket. With the old CCs experience, returns empty.
Note: If you are using the new CCs and follower experience and you are adding or
updating your placeholders, we recommend using
ticket.email_cc_names instead of
tickets.cc_names . They do the same thing. |
ticket.follower_names | With the new CCs and followers experience, returns the names of followers. With the old CCs experience, returns empty. |
ticket.follower_reply_type_message | With the new CCs and followers experience,
indicates what type of comment (public or private) triggered the notification.
Causes the phrase "Reply to this email to add a comment to the request" or "Reply
to this email to add an internal note to the request" to appear in the email
notification (see Customizing default email notifications for CCs and
followers). With the old CCs experience, returns empty. |
ticket.created_at | Date the ticket was created (for example, May 18, 2014).
Note: The year is
not included if the ticket was created in the current year.
|
ticket.created_at_with_timestamp | Time the ticket was created expressed as an iso8601 format date/time. Example: 2013-12-12T05:35Z, which translates to December 12th, 2013 at 05:35am UTC. |
ticket.created_at_with_time | Date and time the ticket was created. For example, February 10, 14:29. |
ticket.current_holiday_name | If the placeholder is used outside of a holiday, it is null. If it is used within a holiday, the holiday's name is displayed. If you've set up multiple schedules, this placeholder respects the list of holidays set in the schedule applied to the ticket. |
ticket.description | The ticket description. This includes the agent's name, the comment date, and
the ticket description (the first comment).
Note: If the
subject field is empty or not visible to the requester, then this first comment
will be used and sent to the requester. This is true for private tickets as
well.
|
ticket.due_date | The ticket due date (relevant for tickets of type Task). The format is: May-18. |
ticket.due_date_with_timestamp | The ticket due date (relevant for tickets of type Task) expressed as an iso8601 format date/time. Example: 2013-12-12T05:35+0100 which translates to December 12th, 2013 at 06:35am UTC+1. |
ticket.external_id | The external ticket ID (if one exists). |
ticket.encoded_id | The encoded ID is used for threading incoming email replies into existing tickets. |
ticket.group.name | The group assigned to the ticket. |
ticket.id | The ticket ID. #{{ticket.id}} creates a clickable link.
{{ticket.id}} renders the ticket number in plain text. |
ticket.in_business_hours | True or False. True if the ticket update is during business hours. See Setting your business hours. |
ticket.link | Full URL path to ticket. |
ticket.organization.custom_fields.<field_key> | Property/placeholder format for custom organization fields. See Adding custom fields to organizations. |
ticket.organization.custom_fields.<field_key>.id | The ID of the target record in a lookup relationship field. |
ticket.organization.custom_fields.<field_key>.title | Property/placeholder format for the value of a custom organization drop-down field. See Adding custom fields to organizations |
ticket.organization.external_id | External ID of the ticket requester's organization. |
ticket.organization.id | The ID of the ticket requester's organization. |
ticket.organization.name | See Organization data above. |
ticket.priority | The ticket priority (Low, Normal, High, Urgent). |
ticket.requester.first_name | Ticket requester first name. If you have an open Zendesk Support instance, this placeholder can be a target for spam in first-reply triggers. See Using Zendesk Support-specific features to combat spam. |
ticket.requester.last_name | Ticket requester last name. If you have an open Zendesk Support instance, this placeholder can be a target for spam in first-reply triggers. See Using Zendesk Support-specific features to combat spam. |
ticket.requester.name | Ticket requester full name. If you have an open Zendesk Support instance, this placeholder can be a target for spam in first-reply triggers. See Using Zendesk Support-specific features to combat spam. |
ticket.requester.email | Ticket requester email address. |
ticket.requester.custom_fields.<field_key> | Property/placeholder format for custom user fields. For example, {{ticket.requester.custom_fields.my_custom_field}}. See Adding custom fields to users. |
ticket.requester.custom_fields.<field_key>.id | The ID of the target record in a lookup relationship field. |
ticket.requester.custom_fields.<field_key>.title | Property/placeholder format for the value of a custom user drop-down field. For example, {{ticket.requester.custom_fields.manager_for_approval.title}}. See Adding custom fields to organizations. |
ticket.requester.details | The contents of the Details field on the requester’s user profile. |
ticket.status | The standard ticket status (New, Open, Pending, On-hold, Solved,
Closed).
Note: If you've activated custom ticket statuses, this
placeholder displays the same value as
{{ticket.status_category}} . |
ticket.status_category | If custom ticket statuses are activated, returns the status category the ticket's status belongs to (New, Open, Pending, On-hold, Solved, Closed). Learn more about ticket status categories. |
ticket.custom_status | If custom ticket statuses are activated, returns the custom ticket status. |
ticket.tags | All of the tags attached to the ticket. |
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_<field ID number>.id | The ID of the target record in a lookup relationship field. |
ticket.ticket_field_option_title_<field ID number> | Property/placeholder format for the value of a dropdown custom field. For example, {{ticket.ticket_field_option_title_456}}. See Placeholders for custom fields. |
ticket.ticket_form | Form name for end users. |
ticket.ticket_type | Ticket type (Question, Incident, Problem, Task). If the ticket type is not specified, this placeholder returns "Ticket". |
ticket.title | The ticket subject. End users may see different text in this field. For
troubleshooting information about this placeholder, see The ticket title placeholder displays first comment instead of
the subject and Why does the subject line in my email notifications say
"Untitled ticket". If you have an open Zendesk Support instance, this placeholder can be a target for spam in first-reply triggers. See Using Zendesk Support-specific features to combat spam. |
ticket.updated_at | Date the ticket was last updated (for example, May18). |
ticket.updated_at_with_time | Time and date the ticket was last updated. For example, February 10, 14:29. |
ticket.updated_at_with_timestamp | Time the ticket was last updated expressed as an iso8601 format date/time. Example: 2013-12-12T05:35Z, which translates to December 12th, 2013 at 05:35am UTC. |
ticket.url | The full URL path to the ticket (excluding "http://"). |
ticket.verbatim_description | The plain text value of the ticket description (the first comment). If Include attachments in email is enabled, attachments are
included.
Note: This placeholder cannot be used to send attachments in a webhook.
|
ticket.via | The source type of the ticket (Web form, Mail, etc.). |
account.incoming_phone_number_ID | Zendesk Talk inbound phone number. For example,{{account.incoming_phone_number_123}}. |
Comment data
- HTML comment placeholders are used for simplified email threading in email applications such as Gmail. For best results, they should not be used with other comment placeholders. See Understanding simplified email threading and Implementing simplified email threading for email applications.
-
Standard comment
placeholders allow you to use liquid hashes to choose what you want to display, and return a
collection of comment and attachment data. For example, you can set up templates to iterate over comments using
{{ticket.comments}}
. -
Formatted comment
placeholders allow you to return preformatted, rendered HTML
representations of the standard placeholders, but without a large degree of
customization. They simply return comments in predefined formats. For example,
{{ticket.comments_formatted}}
returns a chunk of rendered HTML. The ticket comments will include dates, author, the author’s avatar, and the like. - Rich text comment placeholders allow you to use rich text in your customized template (as with the formatted object placeholders) without being restricted to the predefined formatting rules, so you can have more control over the look and feel of your notifications. Rich text objects allow inclusion of attachments only if Include attachments in email is enabled.
- Agents who are assigned to or following the ticket receive both public comments and internal notes. End users receive only public comments.
- If you have CCs enabled, CCs (including agent CCs) receive email notifications only for public comments. See Understanding how email notifications are sent to CCs by default.
- If you use comment placeholders in side conversations, only public comments are included. Comment placeholders used in side conversations don't return internal notes.
Properties/placeholders | Description |
---|---|
ticket.latest_comment_html | The most recent comment including any attachments. Agents receive the most recent public or private comment. End users receive the most recent public comment. |
ticket.latest_public_comment_html | The most recent public comment, excluding any attachments. |
Properties/placeholders | Description |
---|---|
ticket.comments | Used as a placeholder, {{ticket.comments}} displays all the comments in a
ticket in unformatted text. The ticket.comments placeholder also serves as a collection for comment and attachment details. You can access the following data using Liquid markup:
For an example of accessing this data in business rules, see Customizing the format and placement of text in comments and email notifications.
Note: This same comment data collection is available when using the
ticket.public_comments, ticket.latest_comment, and
ticket.latest_public_comment placeholders.
|
ticket.public_comments | All public comments, most recent first. Unformatted text. |
ticket.latest_comment | The most recent comment. Unformatted text. Does not include attachments, unless Include attachments in email is enabled. To return attachments, use ticket.latest_comment_formatted. |
ticket.latest_public_comment | The most recent public comment. Unformatted text. |
Properties/placeholders | Description |
---|---|
ticket.comments_formatted | All comments, most recent first. |
ticket.public_comments_formatted | All public comments, most recent first. |
ticket.latest_comment_formatted | The most recent comment including any attachments. |
ticket.latest_public_comment_formatted | The most recent public comment. |
Properties/placeholders | Description |
---|---|
ticket.latest_comment_rich |
The most recent comment. Rich text formatting. If Include attachments in email is enabled, attachments are included. |
ticket.latest_public_comment_rich | The most recent public comment. Rich text formatting. If Include attachments in email is enabled, attachments are included. |
Satisfaction rating data
On Suite Growth and above or Support Professional and Enterprise, the following data properties are available for customer satisfaction rating for email and messaging.
This table lists both current and legacy CSAT placeholders. Legacy placeholders work only for the legacy CSAT experience. The updated CSAT option lets you customize the CSAT question, rating scale, and rating labels.
Properties | Description |
---|---|
satisfaction.survey_section | A block of text in the CSAT email directing users to complete the CSAT survey. |
satisfaction.survey_url | The URL for customers to rate their support experience. |
satisfaction.rating_section (Legacy CSAT) |
A formatted block of text prompting the user to rate satisfaction. |
satisfaction.rating_url (Legacy CSAT) |
A URL to rate the support. |
satisfaction.current_rating (Legacy CSAT) |
The text of the current satisfaction rating (e.g. "Good, I am satisfied"). |
satisfaction.positive_rating_url (Legacy CSAT) |
A URL to rate the support positively. |
satisfaction.negative_rating_url (Legacy CSAT) |
A URL to rate the support negatively. |
satisfaction.current_comment (Legacy CSAT) |
The comment that the user added when rating the ticket. |
Custom object data
Properties | Description |
---|---|
custom_objects.<object_key>.custom_fields.<field_key> | The value of a custom object's field. |
custom_objects.<object_key>.custom_fields.<field_key>.title | The value of a drop-down field. |
custom_objects.<object_key>.custom_fields.<field_key>.id | The ID of the target object in a lookup relationship field. |
custom_objects.<object_key>.custom_fields.<field_key>.name | The name of the lookup relationship field. |
custom_objects.<object_key>.external_id | The external ID of the custom object record. |
custom_objects.<object_key>.id | The ID of the custom object record. |
custom_objects.<object_key>.name | The name of the custom object record. |
169 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.
Is this possible to achieve with placeholders or does it require using Trigger conditions?
0
Josie Salcedo (CAB)
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!
0
Chad Susa (Gravity CX - Zendesk Partner)
Hello
This article mentions that the placeholder {{ticket.comments_formatted}} will show both public and internal comments to agents.
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
0
Jacqui T
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
0
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 ?
0
Ivan Miquiabas
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!
0
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
0
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
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
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
0
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 multi-select fields
{{ticket.ticket_field_<field ID number>}}
Organization custom drop-down fields
0
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?
0
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
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.
0
Integração Droz Nexo
I see there's no content_type property in the attachment, would it be possible to add that?
0
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
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.
0
Austin Killey
Hey hey Kathrin Köhler - 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!
0
Permanently deleted user
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
0
Francesca Roig
Can I pull the description {{ticket.description}} withour formatting?
0
Riah Lao
Hi, does {{ticket.description}} includes the customer's attachment?
0
Asaf Max
Is there any way to get the parent ticket ID of Follow-up tickets using placeholders
1
Tal Yarimi
Can i use the satisfaction.current_rating content inside an if statement in a trigger ?
for example - if satisfaction.current_rating=="good i am satisfied" than..
else..
0
Sunil Gaikwad
How can I add Agent photograph in the Automation/ Trigger email?
Use Case:
Want to send email to Requester asking for CSAT survey with Agent Information (Info on him/her , Photograph and Details of the ticket)
Can you please suggest
0
Joyce
You can use liquid markup in the trigger to build your if-then statement including the satisfaction data placeholder.
Here's the article about Understanding Liquid markup and Zendesk Support for more information.
0
Anne-Flore Caire
ticket.requester.phone allows us to retrieve the requester's main telephone number, but how do we retrieve the other numbers if there are any?
Same question for ticket.requester.email ?
0
Jay Saclot
Hello Anne-Flore Caire
The capability to extract a requester's additional phone numbers and email addresses using placeholders is not supported. Standard placeholders like
ticket.requester.phone
andticket.requester.email
are limited to fetching only the primary phone number and email address.1
Scott Tynan
Great thread, very helpful.
We have been using Zendesk for about 2 weeks now. After extensive feedback from our customers and our 400+ light agents I have had to update the email notifications to use the following two placeholders.
ticket.comments_formatted
All comments, most recent first.
Note: Agents will receive both public comments and internal notes; end users will receive only public comments.
ticket.public_comments_formatted
All public comments, most recent first.
But now, I'm getting issues because there is no option to include the ticket attachments. (not to mention embedded images).
Any ideas on how I can force the system to include the attachments?
0