Mohammad Aarij

That's frustrating, but would explain the weird behavior. Thanks for the response CJ! 

Hello,

We are using the Zendesk API to apply a macro that sets the ticket subject to "Attention Requested: {{ticket.organization.name}}..."

This behavior has worked correctly as expected for the past few months, but around the beginning of August we have noticed that the placeholder is not resolving for any requesters that are of the "End User" type. The placeholder continues to correctly resolve for "Staff Member" user types, however. 

For example, here is a list of tickets with an End User requester created by the API using macros. The tickets created on April 7th resolved the {{ticket.organization.name}} placeholder correctly, whereas the ticket created this morning did not resolve the placeholder value, even though the requester's organization has not changed since. 

This behavior has been consistent (i.e. the organization placeholder only resolves for Staff Member requesters, but not for End User requesters) since August. Before then, the organization placeholder was resolving for users of all types. 

Are there any configuration/setting changes that may resolve this type of behavior?

Thanks!

Thank you for the quick and helpful response!

It seems that with the API, macros can only be applied to existing tickets. I'm trying to set up a process where a ticket gets created with a macro already applied (the macro includes a comment template, which I would like to be the first comment of the ticket). This can be done manually through the Zendesk portal, but is there a way to do this through the API in the create ticket POST request?

Thanks for the help!