Zendesk Support placeholders are containers for dynamically generated ticket and user data. The format is a data reference contained within double curly brackets.
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 | 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. |
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). See User data above. |
| ticket.brand.name | The ticket's assigned brand name. |
| ticket.created_at | Date the ticket was created (for example, May18, 2014). |
| 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.id | The ticket ID. #{{ticket.id}} creates a clickable link. {{ticket.id}} renders the ticket number in plain text. |
| ticket.link | Full URL path to ticket. |
| ticket.title | The ticket subject. |
| ticket.ticket_type | Ticket type (Question, Incident, Problem, Task). |
| ticket.via | The source type of the ticket (Web form, Mail, Twitter, etc.). |
See full list of placeholders on Zendesk Support placeholders reference page in Zendesk Help Center.
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