Using placeholders

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  • Scott Davis


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

  • Beto

    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 {{}} placeholder, which does include this, or add the missing section yourself, like this:

    I hope this helps!

  • Andy Michaelis

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


  • 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:


    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.

  • Conor Quarry


    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}}.

  • Karyn Close (Envoy)

    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.


  • Arkadiusz Szafraniec

    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.

  • 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 [].
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

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