Add some new placeholder

First one is possible now using liquid filters

Using “ {{ticket.agent.name | split:" " | first}} “ gives you the first name of an agent.

Limitation: it will only provide the first first name for people with multiple unhyphenated first names. 

Second, if using workflows you can do it: you’ll need a web request node using GET url: https://domain.freshservice.com/api/v2/agents/{{agent.id}} - then use a JSON parser to pull the “job_title” field from the response. Once you have that, you can use the json parser placeholder in the workflow to give you the job title. May be an easier way to do this, I just don’t know it off the top of my head.

Third one I’m not quite sure of.

Update to my previous reply: It looks like {{ticket.agent.first_name}} returns the whole first name and {{ticket.agent.job_title}} does return the job title!

May be helpful to review the API documentation for readable (GET) fields that might be placeholders, but aren’t documented or readily available placeholders.

Hope this helps!

On the freshdesk it does not work unfortunately