Question
When using the placeholder {{ticket.title}} in a trigger or automation, the placeholder doesn't render the ticket subject and instead displays Untitled ticket. How do I stop that?
Answer
The placeholder {{ticket.title}} displays as Untitled ticket when it's used in a notification sent to an end user from a ticket without public comments.
When a ticket has no public comments it is considered a private ticket and is invisible to end users. As private tickets aren't visible to end -users, Zendesk won't send information from these tickets in notifications to end users.
To prevent this from happening, ensure there is at least one public comment on the ticket, making it visible to end users. For more information, see this article: Adding comments to tickets.
6 Comments
This feels like a bug to me rather than working as designed. I understand the no public comments thing, but rather than just electing to not populate anything, Zendesk choose to populate "Untitled ticket".
Agree with Steve, this feels more like a bug. Is there any plans on fixing this?
We are currently using Babelforce integration for phone calls and SMS, and everytinh is internal notes. We still however wants to measure satisfaction of these tickets, but now we have the above mentioned problem that they are sent asking for feedback on untitled ticket.
I can't really find any good workaround in the links provided above in the article.
Hi Steve and Robert,
I understand where you're coming from so I've marked this as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
Thank you.
We are also having this issue. Please allow us to use the subject of a ticket in triggers even if all the comments are private.
Thanks for explaining your use-case. I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
+1 on that issue
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