Placeholder Suppression and Zendesk Automations
Does placeholder suppression apply to automations or macros in Zendesk?
Placeholder suppression does not apply to automations or macros in Zendesk. It specifically affects ticket triggers that send an email notification to end users when a ticket is created. This means that automations and macros can still use placeholders without them being suppressed, allowing for more flexible notification options.
More related questions
What are placeholder suppression rules in Zendesk ticket triggers?
Placeholder suppression rules in Zendesk ticket triggers are system rules that prevent certain placeholders from being rendered in email notifications when specific conditions are met. These rules are designed to protect your account from being…
When do placeholder suppression rules apply in Zendesk?
Placeholder suppression rules apply in Zendesk when a ticket trigger fires upon ticket creation, and both the recipient and creator of the message are end users. Additionally, the 'Anyone can submit tickets' setting must be enabled, and 'Ask users…
Which placeholders are affected by suppression rules in Zendesk?
In Zendesk, several placeholders are affected by suppression rules when the specified conditions are met. These include placeholders like {{ticket.comments}}, {{ticket.description}}, {{ticket.public_comments}}, and others related to ticket comments…
Are there exceptions to placeholder suppression rules in Zendesk?
Yes, there are exceptions to placeholder suppression rules in Zendesk. Placeholders are not suppressed if they are part of an action to notify an email target, in organization subscription notifications, or if the ticket was created through the…
Does placeholder suppression affect agent notifications in Zendesk?
No, placeholder suppression does not affect agent notifications in Zendesk. Suppression only occurs in the first reply or automated 'received request' notification when the specified criteria are met. Notifications sent to agents or end users…
How does placeholder suppression affect autoreplies in Zendesk?
In Zendesk, placeholder suppression does apply to autoreplies. Autoreply notifications are considered ticket triggers that contain the action 'Autoreply with articles.' If these notifications include suppressed placeholders, such as…
Does placeholder suppression apply to dynamic content in Zendesk?
No, placeholder suppression does not apply to placeholders used inside the body of dynamic content items in Zendesk. However, it's recommended to review your dynamic content items to ensure that suppressed placeholders are not used in ticket…
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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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