Add Custom Ticket Field Values to Emails - Frequently asked questions
Explore frequently asked questions on adding custom ticket field values to email notifications in Zendesk. Learn how to enhance your email communication.
Frequently asked questions
How can I add custom ticket field values to email notifications in Zendesk?
You can add custom ticket field values to email notifications by using placeholders. To do this, first, open the Admin Center and navigate to Objects and rules > Tickets > Fields. Locate your custom ticket field and copy the Field ID number. Then,…
What is the correct placeholder format for dropdown fields in Zendesk email notifications?
For dropdown fields in Zendesk email notifications, use the placeholder format{{ticket.ticket_field_option_title_<field ID number>}}. This format will display the customer-facing text or label associated with the dropdown field option. If you…
Can I use placeholders for checkbox values in Zendesk email notifications?
Yes, you can use placeholders for checkbox values in Zendesk email notifications. The placeholder format for a custom checkbox field is{{ticket.ticket_field_id}}. This will display the value associated with the checkbox in the notification….
Is it possible to increment a custom number field in a Zendesk trigger action?
Yes, you can use custom number fields in Zendesk trigger conditions and actions. However, the help documentation does not provide specific details on incrementing these fields directly within a trigger action. For more complex operations like…
Can I update ticket comments using Zendesk triggers?
No, Zendesk triggers do not have the capability to update or create comments on a ticket directly. Triggers are designed to send notifications or perform actions based on ticket events, but they cannot modify ticket comments. However, there are…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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