Using placeholders

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  • Tipene Hughes
    Zendesk Developer Advocacy

    Hi Chin Sin - OCBC,

    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!


  • Colleen Hall
    Zendesk Documentation Team

    Hi Mike Konstantin,

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

  • Rudolph Beaton

    Wooo, thanks for doing that, Colleen Hall!

  • 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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