Recent searches


No recent searches

Zendesk Support placeholders reference



Edited Jan 06, 2025


35

169

169 comments

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?

0


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


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

 

0


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


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


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


image avatar

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! 

0


@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


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

 

0


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}}

0


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

0


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


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


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


image avatar

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.
 

0


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

0


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


image avatar

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.

0


image avatar

Austin Killey

Zendesk Customer Care

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


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

0


{% 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 

0


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

0


Hi, does {{ticket.description}}  includes the customer's attachment?

0


Is there any way to get the parent ticket ID of Follow-up tickets using placeholders

1


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


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


image avatar

Joyce

Zendesk Customer Care

Hello Tal,
 
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


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


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 and ticket.requester.email are limited to fetching only the primary phone number and email address. 
 

1


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


Please sign in to leave a comment.