Lauren Fosgett

Hi Jake, 

I implemented something similar to pull a custom end user field into a custom ticket field. Unfortunately the {{ }} placeholders don't work on text fields in triggers directly, instead you'll need to utilize a webhook like Kuba proposed. We also use this webhooks to be able to add internal notes to tickets via a trigger. Once you've set it up once it's not so daunting to apply it in other ways.

Carmelo Rigatuso agreed on needing a list of tickets that triggers/automations ran on. The workaround we use is to have the trigger or automation add a tag to the ticket, prefixed with trigger_ or automation_ respectively, and then you can run searches on the tags. This is also how we apply and search on macros. It's not ideal since this should be a native feature, but it's the best we've been able to do so far.

It seems like the best practice should be to always suspend access for the UAT accounts in Sandbox once UAT is complete. You can always un-suspend those users when you're ready for them to begin testing again.