Closed for Voting
Email template placeholder for custom ticket fields
Need to be able to insert placeholders for custom ticket fields in the email templates.
I have a custom dependent field which has Buildings for the first level, and Floors for the second. At the moment, there is a placeholder available for Buildings, but not Floors. Am I missing something?
Hi All,
Thank you for your feedback on placeholders.
Ian,
Sorry for the late reply. Like Cat mentioned, you can use placeholders for all levels of dependent fields in email templates.
Currently, the placeholder for first level can be inserted directly but subsequent levels have to be typed manually - using {{ticket.floors}} will work as expected. I understand this is a painful workaround. Please bear with us for some more time.
Thank you for your feedback on placeholders.
Ian,
Sorry for the late reply. Like Cat mentioned, you can use placeholders for all levels of dependent fields in email templates.
Currently, the placeholder for first level can be inserted directly but subsequent levels have to be typed manually - using {{ticket.floors}} will work as expected. I understand this is a painful workaround. Please bear with us for some more time.
We are working towards incorporating this change in the product.
Very soon, you'll be able to select them like the rest of the placeholders.
Hi Janani,
I have exact same problem. I have tried your solution but unfortunately its not working for me. I manually added the field {{ticket.dependent2}} field. Can you help me out with what could be the problem ?
Kunal,
Could you rename the ticket field in case you have used numbers or upper case letters? The first letter alone can be in caps. For example: if the field is Building: use {{ticket.building}}
Please write to support@freshdesk.com in case the problem persists; we'll check your account to see if something is amiss.
Could you rename the ticket field in case you have used numbers or upper case letters? The first letter alone can be in caps. For example: if the field is Building: use {{ticket.building}}
Please write to support@freshdesk.com in case the problem persists; we'll check your account to see if something is amiss.
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.