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



Posted Sep 06, 2022

Hello,

We are using the Zendesk API to apply a macro that sets the ticket subject to "Attention Requested: {{ticket.organization.name}}..."

This behavior has worked correctly as expected for the past few months, but around the beginning of August we have noticed that the placeholder is not resolving for any requesters that are of the "End User" type. The placeholder continues to correctly resolve for "Staff Member" user types, however. 

For example, here is a list of tickets with an End User requester created by the API using macros. The tickets created on April 7th resolved the {{ticket.organization.name}} placeholder correctly, whereas the ticket created this morning did not resolve the placeholder value, even though the requester's organization has not changed since. 

This behavior has been consistent (i.e. the organization placeholder only resolves for Staff Member requesters, but not for End User requesters) since August. Before then, the organization placeholder was resolving for users of all types. 

Are there any configuration/setting changes that may resolve this type of behavior?

Thanks!


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7 comments

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. 

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

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

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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. 

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image avatar

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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CJ Johnson Eric Nelson

I'm a bit confused about this change to usage of placeholders at ticket creation. I'm not sure I understand what the current expected behavior is. And I'm Admin of two Zendesk instances and this seems to function differently in each. Which further confuses me.

I'm using this in my ticket subject for my "Request Received" auto reply in both Zendesk instances:
Re: {{ticket.title}}

When I submit a webform request as an unauthenticated end-user with subject "This is the ticket subject"  I get different results from the two Zendesk's auto reply trigger:

Zendesk 1 - The desired behavior - Subject line of the auto-reply is:
Re: This is the ticket subject

Zendesk 2 - The undesired behavior - Subject line of the auto-reply is:
Re: 

The second Zendesk is missing the placeholder in the auto-reply.

However, subsequent agent public comment updates do include the placeholder value. So in Zendesk 2, the first agent public reply looks like this:
Re: This is the ticket subject

So two questions:
[1] Is Zendesk 2 exhibiting the new expected behavior as of 8/4/2022? I'm not sure if I understand what that change was supposed to be.

[2] And if so, why are the Zendesks behaving differently? Was this new change only applied to certain Zendesk instances? Or are there other settings I need to check in Zendesk 2 that would make it function like Zendesk 1?

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Tipene Hughes

Zendesk Developer Advocacy

Hey Ronald,
 
I'm going to pull this in to a private ticket so I can grab a few extra details off you. You'll see an email coming through from me shortly.
 
Thanks!
 
Tipene

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