Zendesk Support includessystem ticket rulesthat suppress placeholders in triggers in certain situations. These rules dictate behavior in Support that can't be changed, modified, or overridden. These rules may 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. Placeholder suppression in triggers keeps content from spammers out of notifications and prevents spammers from forwarding spam.
This article includes these sections:
- About placeholder suppression rules
- Criteria for placeholder suppression in triggers
- 的地方holders affected by suppression rules
- Exceptions to placeholder suppression rules
- Frequently asked questions
Related articles:
About placeholder suppression rules
If you havetriggersthat include an action to email users (theEmail useraction) and includeplaceholders, specific placeholders in the trigger will be suppressed if certain conditions are met. Placeholder suppression only occurs when the trigger fires upon ticket creation.
Depending on your triggers, you may have a situation where end users get a mostly blank email notification upon ticket creation due to placeholder suppression rules. Since placeholder suppression only occurs when the trigger fires upon creation, subsequent email notifications about ticket updates are not affected by these rules.
Avoid using lead-in text that describes or announces the presence of ticket comments in the email. The lead-in text won't make sense if the placeholder that follows is suppressed. For example, don't include text such as, "a copy of your message is below."
Criteria for placeholder suppression in triggers
的地方holder suppression in triggers occurs whenallthe following criteria are met:
- Anyone can submit ticketsis enabled.
- Ask users to registeris disabled.
- The recipient is an end user.
- The creator of the message is an end user.
- The trigger fires upon ticket creation.
的地方holders affected by suppression rules
These are the placeholders that are affected:
- {{ticket.comments}}
- {{ticket.description}}
- {{ticket.public_comments}}
- {{ticket.latest_comment}}
- {{ticket.latest_comment_html}}
- {{ticket.latest_public_comment}}
- {{ticket.latest_public_comment_html}}
- {{ticket.comments_formatted}}
- {{ticket.public_comments_formatted}}
- {{ticket.latest_comment_formatted}}
- {{ticket.latest_public_comment_formatted}}
- {{ticket.latest_comment_rich}}
- {{ticket.latest_public_comment_rich}}
- {{comment.value_rich}}
- {{comment.rich}}
For more information about the affected placeholders, see theZendesk Support placeholder reference.
Exceptions to placeholder suppression rules
的地方holders are not suppressed if:
- The placeholder is part of an action to notify anemail target(theNotify targetaction).
- The placeholder is in anorganization subscription notificationbecause these notifications are not controlled by triggers at all.
- TheAnyone can submit ticketssetting is disabled, or theAsk users to registersetting is enabled.
- The ticket was created through theTickets API. This includes any of the functions listed on the Tickets API endpoint.
- The placeholder is part of an email sent by an automation.
Frequently asked questions
Does placeholder suppression apply to agent notifications?
的地方holder suppression only happens in the first reply or automated “received request” notification and only whencertain criteria are met. Placeholders are never suppressed in email notifications sent to agents or end users when triggered by comments or ticket updates.
Does placeholder suppression apply to automations or macros?
No. It affects triggers that are set to send an email notification to end users when a ticket is created.
Does placeholder suppression apply to Answer Bot notifications?
Yes. Answer Bot notifications are triggers that contain the Action “Auto reply with articles.” Placeholders used in the email body of this action will be suppressed if they are one of the placeholders inthis list.
Does placeholder suppression apply to dynamic content?
No. Placeholder suppression doesn't apply to placeholders used inside the body of dynamic content items. Review your dynamic content items to remove the use of placeholders inthis listif these are used in triggers that run on ticket creation to send emails to your end users.
5 Comments
I'm trying to make sense of this article and theZendesk Support placeholders referencearticle and understand whether we can use comment placeholders or not.
We would like to be able to include the content of the customer's message in the all agent or assigned group notification email when a new ticket is created. The "users" in the examples above all seem to be end users (the requester), but I'm wondering about agent notifications, and I wish this page explained this more explicitly.
We'd also like agents to be able to respond by replying to the email; does this functionality still exist in Support?
I'm going to start testing it out, and I'll probably find the answers eventually, but I'd love to see this information spelled out more clearly in this post! And if anyone has insight and can point me in the right direction as I work on it, I'd be grateful.
Hi Liz,
的地方holder suppression is specifically enacted in cases when the following criteria are met:
The recipient is an end user.
The creator of the message is an end user.
The trigger fires upon ticket creation.
的地方holders are suppressed in these instances to ensure that end-user created tickets cannot relay spammy content. What spammers will attempt to do is open a ticket against your account with their intended email recipient designated as the ticket requester, meaning if placeholders were not suppressed on ticket creation for end-user created tickets the spammy content of their message would be rendered to the requester notification by the trigger placeholder. Suppressing the content when the three above criteria are met prevents this from happening.
也就是说,通知代理不抑制ed in this manner, and placeholders will render content in agent-facing triggers without interference.
To your second question, agents can certainly reply to tickets via email, the comment privacy off those replies determined in your settings as detailed here:https://support.zendesk.com/hc/en-us/articles/360019959754-How-can-I-publicly-reply-to-a-ticket-through-my-email-when-comments-via-email-are-private-by-default-
Beau | Customer Advocate |support@zendesk.com
Ask ourZendesk Community
Great. That's helpful. Thanks, Beau.
When an end user replies by email to a notification from a ticket that is now closed, a follow-up ticket is created, the CC list is copied to the new ticket, and a notification is sent to the CC recipients. However, placeholder suppression rules prevent the new ticket's subject, description or comments from being displayed in that notification, so the CC recipient has no context or idea what this new ticket is about, rendering the notification practically useless. "You've been CC'd on this request, but we're not going to tell you what it's about."
This has been creating a lot of confusion and a bad user experience for the subject matter experts we rely on to provide input on tickets. Our organization is too large and varied to make all potential SMEs into agents or light agents. This gap in functionality gives the impression that the system is broken, and there's no way for them to get more info without having to reply with dumb-sounding questions like, "What's this about?"
Are there any options for making sure CC recipients get more details about the new tickets they're CC'd on?
When a follow-up ticket is created by an end user, comment data placeholders will be suppressed which will affect notifications coming out to any end users that are part of the ticket. As this rule is created to protect accounts from being attacked by spammers, I'm afraid that there's no option to bypass this.
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