Using placeholders

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61 Comments

  • Tipene Hughes
    Zendesk Developer Advocacy

    Hi Chin Sin,

    I've done a bit more testing on my end and you are correct, the placeholder does populate to the custom fields when using triggers + webhooks. As you noted, it does not populate as expected when testing using something like Postman. The reason for this is that when the webhook fires, it runs through a proxy which populates the placeholder field with the actual value before being sent to the specified endpoint. This does not occur when using Postman hence you see the placeholder sent as a string.

    Sorry for any confusion but I hope this clears it up. Feel free to reach out with any questions!

    Tipene

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  • Colleen Hall
    Zendesk Documentation Team

    Hi Konstantin,

    Thank you for providing this solution! And thank you Rudolph Beaton for pointing it out. I've updated the article with this information.

    1
  • Rudolph Beaton
    Zendesk Luminary

    Wooo, thanks for doing that, Colleen Hall!

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  • Joubin Saedi

    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 %}



    Can someone give me an example of what the checkbox line will actually look like when you enter it into a the trigger section?

    Screen Value: {{% if ticket.ticket_field_9508015623188 contains 1 %}}

    Screen Value line, from above, does not work for getting if the checkbox was selected. 

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  • Albert Lechuga

    Hello, do placeholder work in the Email HTML template. For example, If I add an HTML signature and I use {{current_user.phone}} where the phone number would go, should it display the agent that responded to the ticket's phone number in the HTML signature? I have been unable to get any {{current_user.XXX}} placeholders to show anything in the HTML template. 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Albert,

    I'm afraid the system placeholders like current_user.phone won't work when used within email templates. An alternate solution is to use the signature field in the user profiles; you can use these placeholders within that field. But, at this time, the signature field does not support HTML. You may only use Markdown formatting

    If you can, I suggest that you upvote or add a comment to this product feedback thread - Feature Request: HTML or Rich Text Editor for Signatures.

    Thanks Albert!
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  • Maddie F.

    Hi! Can this article please be edited to mention that placeholders are case-sensitive? I found this out today while working with a Zendesk agent to troubleshoot an issue I was encountering and I think it may be helpful to include it on this page.

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  • Lisa Kelly
    Zendesk Documentation Team
    Thanks, Maddie,
    I updated both these Placeholder articles to include the following sentence:
    "When you specify placeholders, remember they are case-sensitive."
    https://support.zendesk.com/hc/en-us/articles/4408886858138
    https://support.zendesk.com/hc/en-us/articles/4408887218330
     
    I'm marking this ticket as Solved. Let me know if you disagree. 
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  • Ke Zhao

    Hi. I am trying to apply macro with placeholder {{ticket.requester.first_name}} when I create ticket via Zendesk API, but the placeholder won't be replaced in this situation. The placeholder only works when I update a ticket via API. Just wonder how to create a ticket with placeholder in comment via API? Thanks.

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  • Konstantin

    Ke Zhao,

    Out of  curiosity, are you running all of this in one command? If so, it won't work (from similar testing and work I've performed), as Zendesk doesn't understand who the Requester is until the ticket is actually saved with the Requester's details. It is best to perform this within two steps (first create the ticket, then have automation apply the Macro).

    ~Konstantin

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  • Ke Zhao

    Thank you for your quick reply, Mike Konstantin. I am running 

    • GET /api/v2/macros/{macro_id}/apply

    to get the comment from macro first, then call

    • POST /api/v2/tickets

    Yes, I think you are right, Zendesk won't understand the requester. I had a workaround to create a ticket with a starting comment, then update the ticket with macro. Thank you!

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  • Luke Aleo

    I used a placeholder {{ticket.ticket_field_option_title_<field ID number>}} to show content from a Multi-Select Dropdown. The ticket itself looks fine, but when I search for it the results are showing the {{ticket.ticket_field_option_title_<field ID number>}} instead of the actual data. Is this a user error on my part or working as intended?

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  • Dane
    Zendesk Engineering
    Hi Luke,

    I have tried the placeholder below and it worked on my end. Make sure to use Cmd/Ctrl + Shift + V when pasting to avoid converting it to HTML.
    {{ticket.ticket_field_option_title_6613023110543}}

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  • Leticia

    I'm creating a placeholder for the chat in Zendresk. I need a placeholder that automatically modifies the brand of the casino we are serving, as well as the name of customers and agents changing when adding the placeholder. Is that possible?

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  • Viktor Osetrov
    Zendesk Customer Care
    Hello Leticia,

    Unfortunately, it doesn't work for the web widget (Classic) chat trigger.
    However, it works for web widget Messaging. I have tested the following scenario. 
    1. Created placeholder using dynamics content for each brand 

    2. Added my custom placeholder "" into triggers and macros. 
    Please notice content text is different for each language.
    It works for both cases.

    Hope it helps
     
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  • Shaun Murray

    I am trying to use a custom number field as a placeholder for another number field. It fails validation and won't let me save the trigger because placeholders aren't numbers. Is there any workaround for this?

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  • Viktor Osetrov
    Zendesk Customer Care
    Hello Shaun,

    Did you try to use regular expressions as a ticket field for your digits validation? For example, this is RegEX for checking digit numbers from 1 to 9:
    [0-9]{9}(,[0-9]{9})*,?
    This is an example from this article

    Hope it helps
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  • Hi Diogo Maciel

    In your post above, did you confirm if a Text field value can be referenced in a macro using a placeholder - {{ticket.ticket_field_<field_id>}}? You mentioned that you tested this and it worked in your agent workspace...can you explain how you got this working?

    Many thanks

    Chad

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  • Konstantin

    Chad Susa (Gravity CX - Zendesk Partner),

    That placeholder works for all Custom Fields, no matter what type of Field they are. The main take-away about placeholders, if you use this for Drop-Down Fields, you will get their Tag identifier versus their "label"; For the "label" (i.e. user-friendly value), you will want to use ticket.ticket_field_option_title_<field ID>. One other note when using the "label" placeholder option, if you have nested (i.e. drop-out) values in your Field options, you will see the value displayed as such:

    Example

    Field is called "Support", with the following options:

    • Access::Can't Login
    • Access::Portal Unavailable
    • Device::Not Powering On
    • Device::Replacement
    • ...etc

    This is how you would see your placeholder values, when they are populated. Just in case, placeholders can be used in:

    • Automation policies
    • Trigger policies
    • Macros
    • Inbound and Outbound API Calls (via Webhooks)

    I hope this information helps. If there is something more specific, please provide your Use Case and I will try to help answer your question/s the best I can.

    ~Konstantin

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  • Thanks Konstantin

    I must be doing something wrong. I can't seem to get a placeholder working for a text field in a macro. I'm sure I'm going crazy.

    I have made a small video here to show you what I mean: Zendesk Placeholders in Macros

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  • Carmelo Rigatuso

    Is there any way to display the text contained in the dropdown field, instead of the tag? Replying to customers with something like "Thank you for selecting super_awesome_prem..." looks really ugly. Would much rather display "Thank you for selecting Super Awesome Product, Premium Edition ...".

    thanks,

    Cmr

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  • Shaun Murray

    Hi Chin,

    {{ticket.ticket_field_option_title_<field ID number>}} is the placeholder you will want for those.

    1
  • Hannah Lucid

    Hi! Is there a way to pull CC email addresses into a Macro? We want to send this information when we use Ticket Sharing since it doesn't pull over this information in the Shared Instance's ticket. 

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  • Tyler Williams

    Hi there, I'm trying to use this in a Macro that adds an internal note but I'm running into some issues.

    Based on the instructions, it appears that I should be using {{ticket.organization.custom_fields.72024.title}} this however returns as blank. The ticket has an Organization with a value in this custom field. That field applied the relevant tag to the ticket. Am I missing something with this?

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  • Joyce
    Zendesk Customer Care
    Hello Hannah,
     
    If you want to return the email addresses of the people CC'd on the message in a macro, you can use this Liquid code:
    {% for cc in ticket.ccs %}
    {{cc.name}} ({{cc.email}})
    {% endfor %}
     
    You can also visit this article for more information: Ticket data placeholder

    Hello Tyler,
     
    You have the correct placeholder, which is {{ticket.organization.custom_fields.<field_key>.title}}, but instead of using the custom field ID 72024, you need the field key platform.

     
    2
  • Tyler Williams

    Hi Joyce,

    I'm not sure how I missed that in all this. Thank you for pointing out my mistake. Thats working perfectly now. Have a great day.

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  • Jose Mª

    Hello,

    in reference to this question I asked a while ago:
    https://support.zendesk.com/hc/en-us/articles/4408887218330/comments/4412492584986

    is it still not possible to select the value of the label, instead of the one seen by the client?
    I am using it to call a service and the label is a more stable value. If you can't, I think it would be a useful thing to develop in the future.

    Thanks

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  • Shawna James
    Community Product Feedback Specialist
    Hi there, thank you so much for your feedback. We collect all customer product feedback in our Community forums (Guide feedback forum here). We would greatly appreciate you taking the time to share your feedback and/or feature request with us there so that our PM's who moderate the space can see it! Thank you again.
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  • Elizabeth

    Hi,

    I have a dropdown with diffrent level of sub item, How can I get the last item in the dropdown with the placeholder?

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  • Paolo
    Zendesk Engineering
    Hi Elizabeth,
     
    You can use the {{ticket.ticket_field_option_title_<field ID number>}} for your use case. You can find more information here.

     
    Best,
    Paolo | Technical Support Engineer | Zendesk
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