Question
Where is it possible to use placeholders?
Answer
Placeholders are containers that hold dynamically generated ticket and user data. They help make automatic replies more personalized by including specific ticket and user details. The data comes from the ticket where the placeholder is applied.
There is a wide range of areas where placeholders can be implemented. Some examples include:
- Email notifications
- Triggers
- Automations
- Macros
- Dynamic content
- User and organization fields
- Help center
Note: Triggers have the ability to suppress placeholders. Also, placeholders won't work within code blocks. For more information, see this article: Using placeholders.
For a comprehensive list of placeholders and their uses, you may also want to check out this article: Zendesk placeholders reference.
3 comments
HS
Is it possible to use a placeholder in Content Blocks for Help Center? My use case is for multibrand Help Centers - I would like to create one article to use across all brand Help Centers, with the brand name placeholder. Example: I have Brand A and Brand B. I would like the content block to be reused across both, with a placeholder for the brand name.
"To edit your {{brand.name}} profile information, click the profile icon in the upper right corner and then select edit."
1
Mike DR
Currently placeholders can only be used for Zendesk Support, I understand this is a neat feature to have. If you could submit product feedback as outlined here to communicate use case, headaches caused, etc. so our product team can take it into future roadmap + release consideration I would be greatly appreciative.
0
Bruno Trettel
Is it possible to use placeholders on creation of templates in Relay App?
0