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Feature Request: Placeholders showing as Name instead of Tag



Posted Jun 07, 2023

We utilize macros a lot but a big issue we are having is with custom fields adding the tag into the comment from the placeholder instead of the actual title that the agent sees in the drop down/etc. option. I would love to have this be an option to help streamline what they are seeing in the internal or public notes. 


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This would be so useful! I don't understand why tags are the default value displayed for fields…

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Just to let you guys know, this feature is long available in Zendesk.
You need to use this placeholder: ticket.ticket_field_option_title_<field ID number>

Reference: https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference#topic_giz_opl_rc:~:text=ticket.ticket_field_option_title_%3Cfield%20ID%20number%3E

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