{{ticket.id}} doesnt populate on new tickets

3 Comments

  • Greg - Community Manager
    Zendesk Developer Support

    Hi Michael! Placeholders are pulling existing data from a ticket and filling them in with the relevant, associated content. In the situation of a brand new ticket, the placeholders are going to view the existing data on the yet-to-be-created ticket and update as relevant. Since ticket numbers are generated AFTER the ticket has been submitted, {{ticket.id}} has nothing to key off of and thus will not return a value. 

    A workaround of sorts for this would be to create a new ticket with an internal note and then send your public reply after the ticket has been created. It is an extra step, but this will ensure that all of the relevant data will be present on the ticket before sending a response to your customer!

    1
  • Michael

    I think this is really a mistake and something that should be added.  All you have to do is reparse the saved content and add the ticketid to the original text if it's available in the body.

    I mean I can't even add an internal note like you said so that is not a solution.

    0
  • Greg - Community Manager
    Zendesk Developer Support

    I'd recommend sharing that in our Feedback Forums so that our product teams can see this request: https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

    If you aren't currently able to add private comments to new tickets, you may need to enable this functionality. Take a look at this article to set that up:

    https://support.zendesk.com/hc/en-us/articles/115003676907-Enabling-private-ticket-creation

    0

Please sign in to leave a comment.

Powered by Zendesk