Placeholders within Placeholders - possible?



  • Laura Hippert
    Zendesk Team Member

    Hi Andrew - 

    While using the placeholder directly in the dynamic content string isn't going to work - you can build a placeholder into the dynamic content itself, which will then generate whatever is set for the custom field. 

    For example, let's say you are trying to get the to auto generate based on a ticket field, you can create your dynamic content. 


    Content would be: email@{{ticket.ticket_field_30314357}}​.com

    That way - if dynamic content is used, it will pull the custom field from the ticket to complete the email:


    This way, you also only have to have one dynamic content value to create many different email addresses (or whatever you are trying to create). Let me know if this is what you are looking to do or if I am completely misunderstanding!


  • Andrew J
    Community Moderator

    Hello Laura,

    That isnt going to work.

    I can only populate a dropdown field from macro - and when used in any dynamic content it only uses the tag.

    If a macro allows us to add a CC (to a user), we'd be away.

    What I am trying to acheive, is adding CCs to a ticket, by applying a macro.

    But the lack of this option makes things really messy.

    I already need 20 or so macros for the 21 sites

    I am trying to find some dynamic solution to reduce the next mess... that being...

    I then need 21 triggers to fire the 21 different URL targets required to add the CCs.  And that is only if it works.  I'll also need a further 21 targets to be used to notify the email address the first time  (as adding a CC and comment via URL target at the same time either doesn't work, or fails to notify the just added CC.

    So I'm looking at possibly 80+ macros,targets, triggers etc... to make this one feature available.

    I was planning to use dynamic content, so that I could have the contractor emails in a DC, then have ONE macro, firing ONE trigger, which fires ONE target... ok I would need 21 or 42 DC items. but at least this would be a simple place to go to make any changes as time goes by.

    Any other solutions?  Example workflow below...

    • Site 1 user opens a request
    • Agent decides to outsource it to a pre-arranged 3rd party contractor
    • Agent applies macro for 'Site 1 Contractor'
    • Contractor is added as a CC and sent a message advising of the job
    • Ticket remains with our agent and is only closed by them once both parties agree the issue is resolved.

    There are 21 sites all with different approved contractors.


  • Laura Hippert
    Zendesk Team Member

    Hi Andrew - now that I understand exactly what you are looking for, an HTTP target was going to be my next suggestion, I was actually in the process of trying to test the command to add the CC. Sounds like you've got a good grasp - please let me know if you have additional questions!

  • Andrew J
    Community Moderator

    we're 90% of the way there now - and I've learnt something worthwhile for future applications :)

    Im still using the URL target, but the liquid in dynamic content has the issue pretty much licked.

  • Jennifer Rowe
    Zendesk Documentation Team

    Woo hoo. Glad to hear you're almost there, Andrew! I know it hasn't been easy.


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