亚博Zendesk p的支持laceholders are containers for dynamically generated ticket and user data. The format is a data reference contained within double curly brackets. Since you can also access ticket and user data when defining programming logic, it may be helpful to think beyond placeholders and think instead of data objects and their properties that can be used for either purpose.
There are two primary data objects in Zendesk Support: Ticket and User. Each has its own set of properties; the User object, for example, contains user properties such as name and email. In addition to these two data objects, there are associated data objects. For tickets, there are the Comment and Satisfaction Rating objects. For users, there are the Organization and Agent objects.
Although placeholders can be in HTML format, when a placeholder is sent to a URL target or webhook, unformatted text is used to render the placeholder, not HTML.
Note:If you're supporting mutiple languages, be aware that placeholder values will match the language of the requester on the ticket, in most instances. This automatic translation cannot be disabled.
Support includesinborn system rulesthat suppress placeholders in triggers in certain situations. Inborn system rules are rules that you cannot change, modify, or override, which dictate the default behavior of Support. These rules may sometimes make it seem like placeholders in triggers failed to work, but this isn’t a mistake. These rules protect you because they prevent spammers from using your account to distribute spam messages. For more information, seeUnderstanding placeholder suppression rules.
This article categorizes the placeholders by the data they display. When you specify placeholders, remember they are case sensitive.
Related articles:
User data
In the context of updating a ticket, there are a number of different types of users. These include the following:
- ticket.requester, who is the person who requested the ticket
- ticket.assignee, who is the agent assigned to the ticket
- ticket.submitter, who is either the user who submitted the request or the agent that opened the ticket on behalf of the requester
- current_user, who is the user currently updating the ticket (an end user or agent)
This means that most of the user data listed in the following table can be returned for each type of user (for example, {{ticket.submitter.name}}, {{current_user.name}}, and so on).
| Properties/placeholders | Description |
|---|---|
| user.name
Important:Remember to replaceuserwith one of the user types shown above (for example, ticket.requester).
|
The user's full name. |
| user.first_name | The user's first name. |
| user.last_name | The user's last name. |
| user.email | The user's email address. |
| user.language | The user's language preference. |
| user.phone | The user's telephone number. |
| user.external_id | The user's external ID (if one exists). Optional for accounts that have enabled enterprise single sign-on using JWT or SAML. |
| user.details | The user's details. |
| user.notes | The user's notes. |
| user.time_zone | The user's time zone. |
| user.role | The user's role (Admin, Agent, or End user). |
| user.extended_role | When using Support Enterprise agent roles, this returns the name of the agent's Enterprise role. These are the predefined roles:
If you've created custom agent roles, those role names are returned. If you're not an Enterprise account, using this placeholder returns 'Agent' for all agent users and 'End user' for all end users. For more information about custom agent roles, seeCreating custom agent roles and assigning agents. |
| user.id | The user's ID. |
| user.locale | The user's locale (for example: en-US). |
| user.signature | The agent's signature. Only agents have signatures. |
| user.organization... | SeeOrganization databelow. |
| user.tags | Tags. SeeAdding tags to users and organizations. |
| user.custom_fields. |
Property/placeholder format for the value of a custom user fields (except drop-down fields). For example, {{ticket.requester.custom_fields.my_custom_field}}. SeeAdding custom fields to users. |
| user.custom_fields. |
Property/placeholder format for the value of a custom user drop-down field. For example, {{ticket.requester.custom_fields.manager_for_approval.title}}. SeeAdding custom fields to users. |
About user name placeholders
The behavior of the first name and last name placeholders depends on the formatting of the name on the profile. For example, if you use the name Dutch van der Linde, the placeholderuser.last_name将显示“林德”。如果你使用这个名字van der Linde, Dutch on the profile, then the placeholderuser.last_name will show 'van der Linde'.
Additionally, in Japan, the first name placeholder refers to the user's last name and the last name placeholder refers to the user's first name.
Organization data
Each type of user can be added to an organization. An organization contains the following data properties.
| Properties/placeholders | Description |
|---|---|
| user.organization.id
Important:Remember to replaceuserwith one of the user types shown below.
|
The ID of the organization that the user is assigned to. |
| user.organization.name | The name of the organization that the user is assigned to. |
| user.organization.is_shared | 真或假。表明如果组织shared organization. |
| user.organization.is_shared_comments | 真或假。Indicates if the organization allows users to add comments to other user's tickets. |
| user.organization.details | Details about the organization. |
| user.organization.notes | Notes about the organization. |
| user.organization.tags | Tags. SeeAdding tags to users and organizations. |
Since all users can be added to an organization, you can access the organization data for each using Liquid markup. For example, you can return data for each of the these types of users (shown here as placeholders):
- {{ticket.organization.name}}, which is the ticket requester's organization
- {{ticket.requester.organization.name}}, which the same as {{ticket.organization.name}} (the requester)
- {{current_user.organization.name}}, who is the user currently updating the ticket (an end user or agent)
- {{ticket.assignee.organization.name}}, who is the agent assigned to the ticket
- {{ticket.submitter.organization.name}}, who is either the user who submitted the request or the agent that opened the ticket on behalf of the requester
Agent data
You can use the following placeholders in agent signatures only. For information on agent signatures, seeAdding an agent signature to ticket email notifications.
| Properties/placeholders | Description |
|---|---|
| agent.name | The agent's full name (or alias, if present). |
| agent.first_name | The agent's first name. |
| agent.last_name | The agent's last name. |
| agent.role | The agent's role. |
| agent.signature | The agent's signature. |
| agent.email | The agent's email address. |
| agent.phone | The agent's phone number. |
| agent.organization | The agent's organization. |
| agent.language | The agent's language. |
| agent.time_zone | The agent's time zone. |
Ticket data
Zendesk Support tickets contain the following data properties.
| Properties/placeholders | Description |
|---|---|
| ticket.account | The Zendesk account name. |
| ticket.assignee.name | Ticket assignee full name (if any). SeeUser dataabove. |
| ticket.brand.name | The ticket's assigned brand name. |
| ticket.cc_names | Returns the names CCs on the ticket.
Note:If you are usingthe new CCs and followersexperience and you are adding or updating your placeholders, we recommend using ticket.email_cc_namesinstead oftickets.cc_names. They do the same thing.If you want to return the email addresses of the people CC'd on the message, you can use this Liquid code: |
| ticket.email_cc_names | With thenew CCs and followers experience, returns the names of CCs on the ticket. With the old CCs experience, returns empty.
Note:If you are using thenew CCs and follower experienceand you are adding or updating your placeholders, we recommend using ticket.email_cc_namesinstead oftickets.cc_names. They do the same thing. |
| ticket.follower_names | With thenew CCs and followers experience, returns the names of followers. With the old CCs experience, returns empty. |
| ticket.follower_reply_type_message | With thenew CCs and followers experience, indicates what type of comment (public or private) triggered the notification. Causes the phrase "Reply to this email to add a comment to the request" or "Reply to this email to add an internal note to the request" to appear in the email notification (seeCustomizing default email notifications for CCs and followers). With the old CCs experience, returns empty. |
| ticket.created_at | Date the ticket was created (for example, May 18, 2014).
Note:The year is not included if the ticket was created in the current year. |
| ticket.created_at_with_timestamp | Time the ticket was created expressed as an iso8601 format date/time. Example: 2013-12-12T05:35Z, which translates to December 12th, 2013 at 05:35am UTC. |
| ticket.created_at_with_time | Date and time the ticket was created. For example, February 10, 14:29. |
| ticket.current_holiday_name | If the placeholder is used outside of a holiday, it is null. If it is used within a holiday, the holiday's name is displayed. If you've set up multiple schedules, this placeholder respects the list of holidays set in the schedule applied to the ticket. |
| ticket.description | The ticket description. This includes the agent's name, the comment date, and the ticket description (the first comment).
Note:If the subject field is empty or not visible to the requester, then this first comment will be used and sent to the requester. This is true for private tickets as well. |
| ticket.due_date | The ticket due date (relevant for tickets of type Task). The format is: May-18. |
| ticket.due_date_with_timestamp | The ticket due date (relevant for tickets of type Task) expressed as an iso8601 format date/time. Example: 2013-12-12T05:35+0100 which translates to December 12th, 2013 at 06:35am UTC+1. |
| ticket.external_id | The external ticket ID (if one exists). |
| ticket.encoded_id | The encoded ID is used for threading incoming email replies into existing tickets. |
| ticket.group.name | The group assigned to the ticket. |
| ticket.id | The ticket ID.#{{ticket.id}}creates a clickable link.{{ticket.id}}renders the ticket number in plain text. |
| ticket.in_business_hours | 真或假。True if the ticket update is during business hours. SeeSetting your business hours. |
| ticket.link | Full URL path to ticket. |
| ticket.organization.custom_fields. |
Property/placeholder format for custom organization fields. SeeAdding custom fields to organizations. |
| ticket.organization.custom_fields. |
Property/placeholder format for the value of a custom organization drop-down field. SeeAdding custom fields to organizations |
| ticket.organization.external_id | External ID of the ticket requester's organization. |
| ticket.organization.id | The ID of the ticket requester's organization. |
| ticket.organization.name | SeeOrganization dataabove. |
| ticket.priority | The ticket priority (Low, Normal, High, Urgent). |
| ticket.requester.name | Ticket requester full name. |
| ticket.requester.email | Ticket requester email address. |
| ticket.requester.custom_fields. |
Property/placeholder format for custom user fields. For example, {{ticket.requester.custom_fields.my_custom_field}}. SeeAdding custom fields to users. |
| ticket.requester.custom_fields. |
Property/placeholder format for the value of a custom user drop-down field. For example, {{ticket.requester.custom_fields.manager_for_approval.title}}. SeeAdding custom fields to organizations. |
| ticket.requester.details | The contents of the Details field on the requester’s user profile. |
| ticket.status | The standard ticket status (New, Open, Pending, On-hold, Solved, Closed).
Note:If you'veactivated custom ticket statuses, this placeholder displays the same value as {{ticket.status_category}}. |
| ticket.status_category | Ifcustom ticket statuses are activated, returns the status category the ticket's status belongs to (New, Open, Pending, On-hold, Solved, Closed). Learn more aboutticket status categories. |
| ticket.custom_status | Ifcustom ticket statuses are activated, returns the custom ticket status. |
| ticket.tags | All of the tags attached to the ticket. |
| ticket.ticket_field_ |
Property/placeholder format for custom fields. For example, {{ticket.ticket_field_123}}. SeePlaceholders for custom fields. |
| ticket.ticket_field_option_title_ |
Property/placeholder format for the value of a dropdown custom field. For example, {{ticket.ticket_field_option_title_456}}. SeePlaceholders for custom fields. |
| ticket.ticket_form | Form name for end users. |
| ticket.ticket_type | Ticket type (Question, Incident, Problem, Task). If the ticket type is not specified, this placeholder returns "Ticket". |
| ticket.title | The ticket subject. End users may see different text in this field. For troubleshooting information about this placeholder, seeThe ticket title placeholder displays first comment instead of the subjectandWhy does the subject line in my email notifications say "Untitled ticket". |
| ticket.updated_at | Date the ticket was last updated (for example, May18). |
| ticket.updated_at_with_time | Time and date the ticket was last updated. For example, February 10, 14:29. |
| ticket.updated_at_with_timestamp | Time the ticket was last updated expressed as an iso8601 format date/time. Example: 2013-12-12T05:35Z, which translates to December 12th, 2013 at 05:35am UTC. |
| ticket.url | The full URL path to the ticket (excluding "http://"). |
| ticket.verbatim_description | The plain text value of the ticket description (the first comment). IfInclude attachments in emailis enabled, attachments are included. |
| ticket.via | The source type of the ticket (Web form, Mail, Twitter, etc.). |
| account.incoming_phone_number_ID | Zendesk Talk inbound phone number. For example,{{account.incoming_phone_number_123}}. |
Comment data
Because comments are added to tickets, they're accessed with the ticket data object. There are four types of comment placeholders:
- HTML comment placeholdersare used for simplified email threading in email applications such as Gmail. For best results, they should not be used with other comment placeholders. SeeUnderstanding simplified email threadingandImplementing simplified email threading for email applications.
- Standard comment placeholdersallow you to useliquid hashesto choose what you want to display, and return a collection of comment and attachment data. For example, you can set uptemplatesto iterate over comments using
{{ticket.comments}}. - Formatted comment placeholdersallow you to return preformatted, rendered HTML representations of the standard placeholders, but without a large degree of customization. They simply return comments in predefined formats. For example,
{{ticket.comments_formatted}}returns a chunk of rendered HTML. The ticket comments will include dates, author, the author’s avatar, and the like. - Rich text comment placeholdersallow you to use rich text in your customized template (as with the formatted object placeholders) without being restricted to the predefined formatting rules, so you can have more control over the look and feel of your notifications. Rich text objects allow inclusion of attachments only ifInclude attachments in emailis enabled.
Note:If you have CCs enabled, keep in mind that email notifications to CCs only include public comments, even for agent CCs. SeeUnderstanding how email notifications are sent to CCs by default.
| Properties/placeholders | Description |
|---|---|
| ticket.latest_comment_html | The most recent comment including any attachments. Agents receive the most recent public or private comment. End users receive the most recent public comment. |
| ticket.latest_public_comment_html | The most recent public comment including any attachments. |
| Properties/placeholders | Description |
|---|---|
| ticket.comments | Used as a placeholder, {{ticket.comments}} displays all the comments in a ticket in unformatted text.
Note:Agents will receive both public comments and internal notes; end users will receive only public comments. Ticket.comments also serves as a collection for comment and attachment details. You can access the following data using Liquid markup:
For an example of accessing this data in business rules, seeCustomizing the format and placement of text in comments and email notifications.
Note:This same comment data collection is available when using the ticket.public_comments, ticket.latest_comment, and ticket.latest_public_comment placeholders.
|
| ticket.public_comments | All public comments, most recent first. Unformatted text. |
| ticket.latest_comment | The most recent comment. Unformatted text. Does not include attachments, unlessInclude attachments in emailis enabled. To return attachments, use ticket.latest_comment_formatted.
Note:Agents will receive the most recent public comment or internal note; end users will receive the most recent public comment. |
| ticket.latest_public_comment | The most recent public comment. Unformatted text. |
| Properties/placeholders | Description |
|---|---|
| ticket.comments_formatted | 所有评论,最近第一。
Note:Agents will receive both public comments and internal notes; end users will receive only public comments. |
| ticket.public_comments_formatted | All public comments, most recent first. |
| ticket.latest_comment_formatted | The most recent comment including any attachments.
Note:Agents will receive the most recent public comment or internal note; end users will receive the most recent public comment. |
| ticket.latest_public_comment_formatted | The most recent public comment. |
| Properties/placeholders | Description |
|---|---|
| ticket.latest_comment_rich | The most recent comment. Rich text formatting. IfInclude attachments in emailis enabled, attachments are included.
Note:Agents will receive the most recent public comment or internal note; end users will receive the most recent public comment. |
| ticket.latest_public_comment_rich | The most recent public comment. Rich text formatting. IfInclude attachments in emailis enabled, attachments are included. |
Note:
Under certain circumstancescomment placeholders are suppressed forreceived requestemail notifications and will not receive them.
Satisfaction rating data
On Suite Growth and above or Support Professional and Enterprise, the following data properties are available for customer satisfaction rating (seeUsing customer satisfaction ratings).
Note:If you suspect that satisfaction scores are being left by users other than the requester, you might be using satisfaction rating placeholders outside of business rules. Doing so enables others users to submit satisfaction scores for the requester.
| Properties | Description |
|---|---|
| satisfaction.rating_section | A formatted block of text prompting the user to rate satisfaction. |
| satisfaction.rating_url | A URL to rate the support. |
| satisfaction.current_rating | The text of the current satisfaction rating (e.g. "Good, I am satisfied"). |
| satisfaction.positive_rating_url | A URL to rate the support positively. |
| satisfaction.negative_rating_url | A URL to rate the support negatively. |
| satisfaction.current_comment | The comment that the user added when rating the ticket. |
124 Comments
Hello,
I need to know if a ticket is marked as public or private. If I call the read ticket from the API I see that there is a property that indicates this: is_public
But I can't find any place_holder to be able to send that ticket information.
How could I access this information in the triggers?
Regards.
Thank you for reaching out to Zendesk Support Advocacy team. My name is Rick and I’ll be assisting you today.
如果我理解正确的属性you’re pertaining to(public or private) is the reply type whether its public(your actual response in a ticket to a customer) that your end-user can see and private(internal) that only your staff can see.
On the article where you last commented : 亚博Zendesk p的支持laceholder reference this will be the placeholder you'll need. Please see image below ;
And do not forget to add the double curly brackets for the system to identify these placeholders.
Let me know if this helps. Im looking forward hearing back from you. Cheers!
Is there a placeholder where we can point them to the appropriate brand help center? We have a macro that applies the ticket brand, but we'd like to direct them to the appropriate help center without having to create a duplicate macro with the same exact language, just for that.
Is there placeholders for the ticket's side-conversation data as well?
Can we add Custom fields as placeholders? I have a Custom field named, Feature Request State. So something like ticket.featurerequeststate?
Thanks
Hi Gautam! You sure can. It's listed deep in one of the tables above but here is the format:
As mentioned there, this article has some additional info that might help:https://support.zendesk.com/hc/en-us/articles/4408887218330#topic_nfp_nja_vb
@Melinda Davis Thanks!
Hi team,
Can we create a custom placeholders? We want to add data about customer's request such as block account, change phone number etc. We have that data field on Zendesk form that manually filled by agents
and also for tags, can we add/grab 1 specific tag that is added into the ticket (for example we have 5 tags tagged into the ticket)?
{{current_user.custom_fields.<key_name>}} is this working in a macro ?
my field key is called access and it is plaintext, so my placeholder normally is
{{current_user.custom_fields.access}} ? I get only a blank space withit when i use the macro
I tested the placeholder in a macro and it is indeed working. This placeholder is intended foruser fieldsand the
Hope this helps!
The placeholder captures the user field value of the person who's using the macro. Does the Access user field in your profile do have value in it?
Ok, so i'm not sure but maybe it's not the appropriate placeholder. what i would like is a placeholder which captures a custom user field, from the user who created the ticket
To capture the Access field value of the ticket requester, use the placeholder
{{ticket.requester.custom_fields.Thanks !!! it works
Hello! I am in the process of converting a few of our triggers to be automations and came across a question about placeholders/variables in the action step.
When creating a trigger, the placeholder forticket.assignee.emailis available to use, and this is what we have been using up until this point:
However, when I attempt to create an automation, the same placeholderticket.assignee.emaildoes not appear to be available for use here:
Is there a reason why this is the case? In case this is helpful context, we are using the action to notify an active webhook with a JSON payload (which includes the placeholder in the JSON body).
Thanks in advance for any clarification around this!
谢谢你的接触,我只是测试了这个my Test Account and was able to add it. Only a certain amount of placeholders will pre populate as a drop down list and are not the same for Triggers and Automations, however as long as you format it properly you can simply manually add it using the double curly brackets.
I hope that helps!
Hi@...,
Amazing! Thank you for the clarification, that is helpful to know.
I have set up a trigger to send an email based on criteria in a ticket. I am trying to capture the requester's organization field that is reflected on the ticket. If the requester is associated to multiple organization records, it is choosing the user's default org instead of the one on the ticket. I am using the value {ticket.organization.name}. Is there a way to pull in the correct value?
{ticket.organization.name} should give you the organization selected on that ticket, not the default organization (unlike {ticket.requester.organization.name} which should give you the ticket requester's default organization.
I've tested this on my own account, using both a macro that uses both of the above placeholders, as well as using those placeholders directly in the email notification text box in a trigger.
Can you verify that the ticket you're testing this on does not have the organization set to the requester's default organization?
Thank you Dave. Not sure what changed but it is working now.
I am still waiting for ticket.organization.custom_field values
当它will be available?
Hi, is there a way to change/rename the "Subject of the ticket conversation" into the email that a customer enters when fills up the basic form (Name & Email ) to being transfer to an agent?
Currently the default ticket subject is "Conversation with xxxxxxxxxxx (customer name)".
Thank you!
Hi, is there a list of the possible "ticket.via" values? Or a way to get them via API?
We are trying to use this field in order to know how to process the Ticket Audits API (because the way to get the user's messages from that API is slightly different between messages sent from Whatsapp and messages sent from the Zendesk Messenger Web Widget as an example).
We know that we can get them manually, but specially for channels that we can't replicate on our Staging environment it becomes cumbersome and prone to mistakes.
Cheers!
HiSantiago Gandolfo!
You can find the list of via types here:https://developer.zendesk.com/documentation/ticketing/reference-guides/conditions-reference/#via-types
Hi Karun! Thank you for the list, it's exactly what I needed!
But is it outdated? Because while testing from the New Web Widget (Zendesk Messenger) I'm getting 'messaging' for the via, and I'm not seeing this on the list.
Cheers!
Hi,
1. Is there a way to "escape" or what to replace single quote ' within the if else condition?
For example:
{% if ticket.brand.name == 'XYZ's' %}
2. Does "else if" work?
Thanks,
Riah
Pleasesign into leave a comment.