¿Por qué los marcadores de posición {{ticket.link}} y {{ticket.url}} no se renderizan?

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Zendesk Team

Editado 15 abr 2025

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      Walter

      Hi Colin,

       

      Certainly, if you can find the information, I'd be interested in knowing this technique as well.  But using only ticket placeholders, I don't think it is possible. 

       

      Do you remember if you used Liquid markup when you did it successfully?

       

       

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      Colin Hutzan

      Walter, there is a way to generate an external link to a different ticket. I read about it some weeks ago and did it successfully. I am having trouble finding it again now.

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      Walter

      Hi 5466540167322,

       

      I believe that Ticket placeholders are only for the current ticket.  

      There's no way to reliably use the Ticket placeholders for a different ticket.

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      Colin Hutzan

      I am missing something very clear, I am sure

       

      But I don't know how to link a DIFFERENT ticket for a customer using a placeholder. For example if I am communicating with a customer in one ticket and want to present them a link to a different one, what exactly do I need to type to do that?

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      Gabriel Manlapig

      Hi Andres,

      Yes, that is correct! Since the help center portal offers the option for end users to submit requests by default. End users who submit requests can also manage their support requests in the customer portal.

      As of the moment, there is no native way to preview placeholders. That being said, there are a couple of workarounds, but you could add the placeholders (and any other context) you would like to test into a macro and then apply that macro to a sample or test ticket.
       
      And for placeholders that don't resolve in macros, you could create a trigger that sends you an email containing your placeholder structure and have it fire only when you test. This should give you immediate feedback and allow you to make adjustments.
       
      Thank you!
       

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      Andres

      Thank You Gabriel, that makes sense.

      So if I understand corretly, without the help desk being activated there's no way for the user to see information about their request?

      How can I see what the "ticket.latest_public_comment_html " looks like for the end user?

      Thank you

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      Gabriel Manlapig

      Hi Andres,

      As mentioned by Walter, since you didn't want your Help Center activated, I'm afraid the only option that you have is to create an automated bump email using placeholders to append ticket data.
       
      For example:

       
      For a list of all the placeholders available for ticket data, see our article on Zendesk Support placeholders reference.

      I hope that helps. Thank you!
       

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      Andres

      Thank you for your help Walter, but no I do not want to send a user to a deactivated help center.

      The point is that I do not have the help center activated, and because of that the {{ticket.url} and {{ticket.link}} shortcode does'nt work. In the bump email there it just shows nothing.

      After researching I found that the reason was because I don't have help center activated.

      I'm trying to create an automated "bump" email on pending tickets to remind the customer we are waiting for their responce, and I want them to be able to see what the open question is (whether that's sending them to a link or including it in the emali). And it would be great if they didn't need te create an account / password.

      So my question is, what are my options to let the customer review the ticket info and see what our question is **that works without the help center being activated.**

      Thank you!

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      Walter

      Hi Andres Hidalgo,

      If I understand correctly, you want to email a link to a deactivated help center. 

      What you're trying to do does not seem possible because the only way for a customer to see a ticket is in the help center.  

      I believe the only thing you can do if you don't want to activate a help center is send their ticket information via email.

      For example:

      Hi {{ticket.requester}},

      Help request number {{ticket.id}}

      Submitted on {{ticket.created_at}}

      Current status {{ticket.status}}

      Subject: {{ticket.title}}

      Description: {{ticket.verbatim_description}}

      Ticket history: {{ticket.public_comments_formatted}}

       

       

       

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      Andres

      As I tried to explain originally, when I tried to include the  {{ticket.url}} - the field in the email is empty, I found an article that said that it only works if you have help desk set up, which I don't.

      So what shortcode can I put in the bump email that works? i.e. allows the customer a reminder about what the open issue is (ideally a link to the ticket that they can see without having to crate a login/pw).

      Thanks

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