System Ticket Rules and Placeholders
How do system ticket rules affect placeholders in Zendesk?
System ticket rules in Zendesk can suppress placeholders in ticket triggers under certain conditions. These predefined rules are unchangeable and ensure standard behavior in Zendesk Support. They prevent misuse, such as spammers using your account to send spam messages. If placeholders seem to fail, it might be due to these rules. For more information, see the section onUnderstanding placeholder suppression rules.
More related questions
What are placeholders in Zendesk and how are they used?
Placeholders in Zendesk are references to ticket, user, and custom data used in email notifications. They allow for automated messages by inserting dynamic content. Placeholders are case sensitive and formatted within double curly brackets. They…
Can placeholders be used in all Zendesk business rule actions?
Placeholders can be used in some, but not all, business rule actions in Zendesk. When supported, a 'View available placeholders' button appears beneath the field. They are typically used in notification messages to reference ticket properties. If a…
How do you use placeholders in Zendesk macros?
When you apply a macro with a placeholder to a ticket, the placeholder is evaluated based on the current ticket data. If the evaluation returns information, it is added as a ticket comment. For instance, a macro returning a ticket ID won't update…
How can you use placeholders for custom fields in Zendesk?
Placeholders for custom fields in Zendesk are generated based on ticket, user, and custom object properties. Custom fields have unique IDs or keys, which are used in placeholders. For example, a custom ticket field might use…
What is the syntax for placeholders in custom drop-down fields?
In Zendesk, the placeholder for a custom drop-down field references the selected option. Use {{ticket.ticketfieldoptiontitle
How do lookup relationship fields work with placeholders in Zendesk?
Lookup relationship fields in Zendesk define relationships between objects and support placeholders for related data. For example, a ticket's requester field can use placeholders to reference user data. You can go two 'hops' deep with standard…
How can you use placeholders for custom checkbox fields in Zendesk?
In Zendesk, you can use placeholders with Liquid markup to check if a custom checkbox field is selected. The checkbox field has a value of 0 or 1, not false or true. Use if/else statements to customize output based on the checkbox status.
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
