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