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Using placeholders



Edited Jul 10, 2024


26

70

70 comments

Hi Paolo

It's not exactly what I was looking for, however I found a work around with the following code: 

{% assign req=ticket.ticket_field_option_title_<field ID numbre> = product.handle | split: '::' %}

{{req.last}}

0


Huge Kudos on the update to lookup fields reference via placeholder. This has such huge potential.

Is it reasonable to assume that this handles the concerns Zendesk have had about accidental data breaches in the context of Admins requesting lookups to be customer/end user facing?
If Admins can now apply dynamic filtration to the field and utilise placeholders to seek out the next tier of data for their own BTS workflows, is Zendesk now roadmapping implementing lookup fields for End User facing forms? 

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Hi all! 

Is there a way to use placeholders in Zendesk Guide to display text based on a value in a ticket form?

I have not been able to find any documentation on that yet.

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Helvijs Vigners  - What's your use case?

Ive had varying degrees of success with some implementations of workflows whereby end user ticket data is converted to article content using a mixture of dynamic content placholders and liquid markup.

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Hi Helvijs Vigners,

Yes.  You need to use Liquid markup to add conditional blocks.

See https://support.zendesk.com/hc/en-us/articles/4408883291290-Understanding-Liquid-markup-and-Zendesk-Support

Using Liquid tags you can create:

  • if else statements
  • case statements
  • for loops
  • cycles
  • variable assignments

 

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I'm trying to display a custom lookup field if it is not blank.  I want to include either the ticket organization name in the email (CC and Follower email template) or the organization that is used in the lookup field if the field is not blank.  I've tried all sorts of variations to see if the field is blank and can't find anything that works.

 

{% if {{ticket.ticket_field_option_title_18796026954260 != blank %} {{ticket.ticket_field_18796026954260}}  {%else%}   {{ticket.organization.name}}
{% endif %}

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Hi, I am trying to use the placeholder to get values of a custom object record with a ticket. I am wondering why it returns noththing when I use the following:

{{tickect.ticket_field_<lookup filed ID>.id}} (trying to get the custom object record id)

{{tickect.ticket_field_<lookup filed ID>.custom_fields.<field key>}}

I can get the regular custom field's value by

{{ticket.ticket_field_<field ID>}}
 

What am I missing? Thank you so much.

0


I would like to add a ticket summary, which is created by AI in the agent workspace, to a mail by using a placeholder. Is there a way to do this?

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I am trying to use a multi line custom ticket field to list out line items from a purchase and use a macro to pull this data (as well as other information) to keep client interactions consistent and the multi line field is placing all of the items inline instead of picking up on line breaks. 

 

Is there a way to make this show as a list instead? 

 

Ex: 

 

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Hello I'm looking for a place holder like  {{user.email}} in the Help Center templates but the editor doesn't like it:
1 error

not possible to access `email` in `user.email`

 

{{user.id}} is OK, {{user.name}} is OK, but not {{user.email}} why?

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