Sam Morgan

@... Thanks for the quick reply!

I suspected this was the case. Do you know of any doc set I can view that will allow me to infer what placeholders a user might have access to? Possibly the Requests API?

I may just make a quick test that puts all available placeholders from the reference material in one comment, just to see what populates.

I am attempting to update a ticket via the Support Tickets API endpoint using a token, impersonating an end-user. The request works, but any placeholders I add do not work. For instance, the following JSON request body:

{
  "ticket": {
    "comment": {
      "author_id": NNNNNNNNN,
      "html_body": "
{{current_user.notes}}
{{comment.author.notes}}
{{comment.author.email}}
{{current_user.email}}
",
      "public": false
    }
  }
}

Does not fill the placeholders. It just adds the placeholder as plain-text, like so:

{{current_user.notes}}

{{comment.author.notes}}

{{comment.author.email}}

{{current_user.email}}

If I replace the author ID with the ID of a user with role Agent or above, placeholders work fine.

It seems that end-users don't have permission to use placeholders. Is there any way for me to allow end-users to use placeholders?

For use-case, I have a Python-based local app that performs many automations for our Zendesk Support instance and places comments in tickets for any automatic actions taken. I want to use a "bot" end-user as the commenter for all of these comments for many important reasons (mostly metrics).

EDIT: Interestingly, the following placeholder does work

{{ "now" }}