Zendesk API - using placeholders in API to add ticket ID to email subject?

1 Comentarios

  • Greg Katechis
    Zendesk Developer Advocacy

    Hi James! That article would be the correct way to go, as all email notifications from Zendesk are sent via business rules...triggers, automations, or other native rules. If you pass the ticket id placeholder via the API, the time for the rendering of the placeholder would be after the subject had already been set and thus it will have no concept of a ticket id yet. And as previously mentioned, all email notifications will come from your business rules, so setting the ticket id there is the way to go.

    Let us know if you have any follow-up questions!


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