Using Placeholders with CCs and Followers
What are placeholders in Zendesk and how are they used with CCs and followers?
Placeholders in Zendesk are used to dynamically insert information into ticket notifications. For CCs and followers, you can use placeholders like 'emailccnames' or 'ticket.ccnames' to return the names of CCs, and 'ticket.followernames' for followers. These placeholders can be added to business rules such as triggers, automations, and macros to customize notifications.
More related questions
How do I enable followers in Zendesk?
To enable followers in Zendesk, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and then select 'Tickets > Settings'. In the 'CCs and followers' section, you can enable followers by checking the appropriate option. This…
What is the purpose of the CCs and followers blocklist in Zendesk?
The CCs and followers blocklist in Zendesk is used to prevent specific users from being added as CCs or followers on tickets. You can enter email addresses or domain names into the blocklist to restrict these users. However, this blocklist does not…
Can end users add CCs to their Zendesk tickets?
Yes, end users can add CCs to their Zendesk tickets if the feature is enabled. This allows signed-in end users to copy users in ticket email replies, new support requests using the ticket form, and existing requests in 'My Activities'. However, if…
How can I change the default comment privacy for end user CCs in Zendesk?
To change the default comment privacy for end user CCs in Zendesk, go to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Tickets > Settings'. In the 'Comments' section, you can choose to make email comments from CCed end…
Can light agents be added as CCs or followers in Zendesk?
Yes, light agents can be added as CCs or followers in Zendesk. When enabled, ticket requesters, agents, and existing CCs can add light agents and contributors as either CCs or followers. However, light agents cannot add or remove themselves from…
What happens when an agent is CCed on a Zendesk ticket?
When an agent is CCed on a Zendesk ticket via email or the ticket interface, they are automatically added as a follower. However, if the agent is CCed from a ticket form in the help center or via the API, they are not added as a follower. This…
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