Zendesk Macros: organization placeholder in the Subject is not resolving for End User requesters


  • CJ Johnson

    This is apparently an intentional change made by Zendesk. As of August 4th, you are no longer allowed to use placeholders at ticket creation, for tickets submitted by end-users. The only way to find this out was to open a ticket with Zendesk support to find out why all our tickets suddenly had broken subjects. 

  • Mohammad Aarij

    That's frustrating, but would explain the weird behavior. Thanks for the response CJ! 

  • Howard Fischer

    Christel Chappell any idea why this change was made and why was there no documentation? This has a major impact on our every day instance!

  • Amanda Hamilton

    This change affects my team and customers in a significant way. We're having to find a way to work around this change with our engineering team - without any notice. I thought that this was the point of placeholders. It seems like a very strange feature to disable. 

  • Eric Nelson
    Zendesk Developer Advocacy
    Hi Everyone, 

    This fix addresses a bug and we will not be supporting the previous behavior. Please submit a ticket if this is impacting your workflow and we will be happy to discuss alternatives in more detail.

    Apologies for the inconvenience. 

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