What is the placeholder for ticket assignee when using Notify Active Webhook?
AnsweredI'm trying to populate a custom free text field with the ticket assignee's email but all the placeholders I'm trying do not work. At this point I'd be satisfied with anything pointing me to the assignee.
This same trigger with that same webhook works perfectly when using placeholder {{current_user.email}}. But for this flow it's no good because it will populate the end-user's email instead.
According to this article (https://support.zendesk.com/hc/en-us/articles/4408886858138), since that works, if I substitute current_user with ticket.assignee it should also work. But it doesn't. I have also tested using assignee_email as appears in the API docs (https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/) and several combinations of assignee that I'm just guessing at, but I'm not getting a hit. If anyone knows what will work I'd reeeeeally appreciate it.
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Hi Lou! I can't remember if I had or not, so I just tested {{agent.email}} but it didn't work :(
The trigger is working and firing and if I have something else in the text field, it wipes it clean. But does not populate the agent's email.
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Hi Alex C,
{{ticket.assignee.email}} works for me when an assignee is present and saved. So, if you are testing, make sure you assign the ticket to an agent, submit, then test the placeholder in an internal note or trigger.
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I think Ahmed Zaid is on to something. Try saving (submitting) the ticket first then run the trigger and see if that works.
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Unbelievable. I think this is what the issue was. The trigger I was using to test assigns the ticket to a different group (which left it with no assignee). As I was testing back and forth I probably wasn't "taking" the ticket before adding the tag and submitting. So placeholder ticket.assignee.email does work! Now just need to make sure to follow that rule in the real flow. Thank you so much for the help once again!
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You're welcome, but I think Ahmed Zaid deserves the credit. I'm just glad you worked it out.
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