Using placeholders

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24 Comments

  • Mike Konstantin

    @Administrador and Diogo Maciel,

    It is possible to list the "tag" value (natively) for drop-down options, by utilizing " ticket.ticket_field_id ". To clarify, for drop-down options, this is the behavior:

    • "ticket.ticket_field_id" displays the Tag associated with the field option
    • "ticket.ticket_field_option_title_id" displays the Label/Name associated with the field option

    This is not true for all Field types, but it is possible for single-select drop-down fields.

    ~Konstantin

    3
  • Rudolph Beaton

    Shoutout to Mike Konstantin for that perfect solution! Exactly what I needed. That info should be added to the article, Anton de Young / Joyce

    1
  • Sydney Neubauer

    Is there a placeholder for the current users custom field? There is "ticket.requester.custom_fields.<key_name>" but this pulls in the requester's custom field and not the current User making the comment.

    1
  • mccabe.tonna
    Community Moderator

    the checkbox logic should actually be swapped.

    {% if ticket.ticket_field_<insert field_id here> contains 0 %}
    checkbox is unchecked
    {% else %}
    checkbox is checked
    {% endif %}

    should actually be

    {% if ticket.ticket_field_<insert field_id here> contains 1 %}
    checkbox is checked
    {% else %}
    checkbox is unchecked (or null)
    {% endif %}

    reason: when a checkbox is not visible on a form; it returns null value. This accounts for explicitly checked boxes

    1
  • Beto
    Zendesk Customer Care

    Hi there Scott!

    This happens sometimes because the {{ticket.url}} placeholder does not include "http://" or "https://" as you can see on our Placeholder Reference article. This might affect if the url is clickable.

    The easiest solution is to use the {{ticket.link}} placeholder, which does include this, or add the missing section yourself, like this:
    http://{{ticket.url}}
    https://{{ticket.url}}

    I hope this helps!

    1
  • Joyce
    Zendesk Customer Care
    Hey Marc,
     
    Are you looking for the placeholder to use to pull the phone number value on the ticket requester's user field? If so, you can use the placeholder {{ticket.requester.phone}},  which pulls the ticket requester's phone number on file. Check our Zendesk Support placeholders reference for more information.
     
    If it is about the acceptable phone number format that you are inquiring about, phone numbers should be formatted with the internationally standardized E.164 format. E.164 numbers can have a maximum of fifteen digits and are usually written as follows: [+][country code][subscriber number including area code].
    1
  • Sabra
    Zendesk Customer Care

    Hey Sydney! You can use the following placeholder format to pull the current user custom user field information:

    {{current_user.custom_fields.<key_name>}}

    For drop-down custom user fields, you'll want to use this format:

    {{current_user.custom_fields.<field_key>.title}}
    1
  • Dave Dyson
    Zendesk Community Manager

    Hi Andy,

    Where are you attempting to use these? I created a macro in my test account that adds a comment including these two placeholders:

    {{ticket.organization.name}}
    {{ticket.requester.organization.name}}

    If the ticket requester has an associated Organization, the placeholders resolve and display the organization name. I also added these placeholders to the notification text box in my "Notify requesters and CCs of comment update" trigger, and they worked there as well. I think your custom field placeholders above should also work, so long as you're substituting the field ID into the placeholder as instructed in the documentation above. 

    If you're still not able to get these to work, I'd suggest chatting with our support team (Option 1 here: Contacting Zendesk Customer Support), so they can help you troubleshoot.

    0
  • Diogo Maciel
    Zendesk Customer Care
    Hi Arkadiusz! Unfortunately text fields don't work on macros. For macros, dropdown fields are the preferred option.
     
    I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
     
    0
  • Conor Quarry

    Hi,

    Is it possible to create custom Zendesk Placeholders within our Macros, which can then be updated through the API? I'm noticing no API call I make, despite success, changes the field value within, ie, I want to add {{iban}} and {{phone_number}}.

    0
  • Diogo Maciel
    Zendesk Customer Care
    Hi Jose! I am sorry, but I am not clear what you mean differentiating "internal label value" and "display value". Could you try contacting us in support via the instructions below so we can have a better look at the account and your flow? Thank you!

    https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support
    0
  • Administrador

    Hi,

    I am using a drop-down control.
    When using the placeholder: ticket.ticket_field_option_title_id, I see that I am getting the display value and not the internal label value.

    How can I get the internal label, or is it not possible?

    Regards

    0
  • marc iacobino

    Hello, what is the correct format for the "phone" placeholder? For example, for as French number such as ... (+33) 12 45 78 78

    0
  • Andy Michaelis

    I've tried every variation of trying to get anything in the organization to come back and its always blank

    {{custom_fields.custom_cust_id}}},
    {{ticket.organization.name}}
    {{ticket.requester.organization.name}}
    {{ticket.requester.organization.external_id}}
    {{ticket.requester.org..custom_cust_id}}
    {{ticket.requester.organization.custom_fields..custom_cust_id}}
    {{ticket.requester.organization.custom_cust_id}}

    0
  • Diogo Maciel
    Zendesk Customer Care
    Hi Jose!

    Ah I see, thank you for clarifying. Yes, unfortunately placeholders will only display the value of the field and not the associated tag. The tag present in dropdown fields' values serve mainly to have a referenceable value internally for things like searches, viewsa and reports. I am sorry for the inconvenience.
    0
  • Dave Dyson
    Zendesk Community Manager
    Thanks McCabe, I've alerted our docs team. Good catch!
    0
  • Administrator

    Hi Everyone!

    Does {{ticket.ticket_field_<field ID number>}}  works with a text field? 
    I've tried on macro and it didn't work. Value in a comment is always blank.

    0
  • Jeff Killian

    Hi Joyce,
    I am trying to use a custom user field in a macro but the format is coming back reading:

    2022-01-15 00:00:00 +0000

    The data in the customer profile shows "January 15, 2022" which matches the format I want to use in my Macro.  Can you help me solve this please?   

    0
  • Administrador

    Hi Diogo,

    I am referring to the values and the tags of the field values:

     

    1: is the value the customer sees

    2: is the tag, the internal value of the field value

    Regards.

    0
  • Administrator

    Hi Diogo, 
    thank you for the answer. To be clear, text fields doesn't work only for macros? Did they work for automatic notifications via triggers and automations?

    0
  • Scott Davis

    currently,

    {{ticket.url}} does not render as a clickable URL in email notifications. is there a way to do this?

    0
  • Diogo Maciel
    Zendesk Customer Care
    Hi Arkadiusz! I have just tested this in my test account and with a text field in a macro and it worked using Agent Workspace. For us to investigate further it would be better to serve you via messaging where we can get details of your account and the fields and macros involved. Please check below how to contact us via your Support interface. Thank you!

    https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support
    0
  • Karyn Close

    I'm not able to get this placeholder to work in a macro. I've tried substituting the key name for the ID as well and neither work. The Org Custom field (text) is correct and has data. The Org is also associated with the requester. Logically, it should work but does not.

    {{ticket.organization.custom_fields.<key_name>}}

    0
  • Administrador

    Thanks, Diogo!

    0

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