When you add custom fields for tickets, users, or organizations, they are also available as placeholders. You can use placeholders for your custom fields as you would any other system placeholder.
Every custom field has a unique ID or key. When you create a custom ticket field, the ID is automatically generate for you. When you create a custom user or custom org field, you enter a unique key that cannot be edited once it is set.
Custom fields are not included in the list of available placeholders, but they follow this simple naming pattern that references their unique ID or key.
| Ticket custom fields | {{ticket.ticket_field_<field ID number>}} |
| User custom fields | {{ticket.requester.custom_fields.<key_name>}} |
| Organization custom fields | {{ticket.organization.custom_fields.<key_name>}} |
For example, a custom ticket field like this has the following placeholder:
{{ticket.ticket_field_505156}}
The placeholder name for the options in a custom drop-down list follows a different pattern. There's only one placeholder for all three drop-down list options because this is a reference to the option that was selected. The ID is for the custom drop-down list because options do not have IDs. Again, this is a reference to the single option that was selected.
| Ticket custom drop-down fields | {{ticket.ticket_field_option_title_<field ID number>}} |
| User custom drop-down fields | {{ticket.requester.custom_fields.<field_key>.title}} |
| Organization custom drop-down fields | {{ticket.organization.custom_fields.<field_key>.title}} |
For example, the placeholder for a drop-down list for a custom ticket field would look like this:
{{ticket.ticket_field_option_title_515416}}
How to find the ID for a custom ticket field
- Click the Admin icon (
) from the sidebar, then select Ticket Fields. - Locate your custom field in the list and then click Edit.
The ID is displayed in the right column:
How to find the key for a custom user field or a custom organization field
- Click the Admin icon () from the sidebar, then select User Fields or Organization Fields.
- Click the name of a custom field.
The field key appears in the properties panel on the right.
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