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New Placeholder for First and Last Name

Related products:Freshdesk
  • January 4, 2013
  • 16 replies
  • 248 views
D
Apprentice

Currently there is only a placeholder for {{ticket.requester.name}}, which places the customers first and last name. 


For example: Hi John Smith,


The problem with this is that we don't tend to speak this way in English and sounds impersonal to the end user.


We really need three name placeholders:


  1. {{ticket.requester.first.name}}
  2. {{ticket.requester.last.name}}
  3. {{ticket.requester.full.name}}

Right now our agents when added a canned response, etc have to delete the last name every time which defeats the purpose of speed and efficiency of canned responses. 







16 replies

A
Apprentice
  • andrewbailey
  • Apprentice
  • February 12, 2013

We could really do with this feature too. We'd never use the full name in a reply to a requester. Always first name terms.

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey guys,


We are working on this feature and are expecting to release it within the next three weeks!


Please feel free to share more such wonderful feature requests. Helps us in growing! 


Thanks,

Annapoorna 

Head of Community
K
Community Debut
  • kevin.schatz
  • Community Debut
  • April 3, 2013

Was this feature released?  If so, could someone provide the syntax?  Thanks.


FYI - There doesn't seem to be any mention on this solution (last updated Feb 19, 2013) https://support.freshdesk.com/support/solutions/articles/52630-understanding-dynamic-content-and-placeholders

R
Contributor
  • remi.peters
  • Contributor
  • April 3, 2013

Hi Kevin,


Placeholders are there. If you create a response and click on placeholders, you can choose from the firstname and lastname placeholder. 


Until now I cannot find the firstname placeholder for agent name. Do these exist?

K
Community Debut
  • kevin.schatz
  • Community Debut
  • April 3, 2013

Remi -


Thanks for pointing those out.  I have this working now.  The first name placeholder exists as '{{ticket.requester.firstname}}'.


I've left feedback on the solution I linked above stating is it not accurate.

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Remi,


No, you do not have a first name placeholder for agent. 


Head of Community
M
Community Debut
  • minhky
  • Community Debut
  • October 29, 2014

Hello, Sorry for re-open the very old topic. I still got some problem with the FN (First Name) and LN (Last name) in fresh desk.


For eg:


{{ticket.requester.name}} le Van Huy

{{ticket.requester.firstname}} le

{{ticket.requester.lastname}} Van Huy


But


{{ticket.requester.name}} Le Van Huy

{{ticket.requester.firstname}} Le Van

{{ticket.requester.lastname}} Huy


So the first character of Full name l or L will make different First Name and Last Name.


Why don't freshdesk splits FN and LN into 2 input fields for easier management (in different languages)?

Why don't freshdesk put the Title as an Placeholders?


Thank you a lot.

    D
    Contributor
    • d.de.wit
    • Contributor
    • May 30, 2016

    The profile page of a customer contact should have separate fields for first and last name. Some people have double surnames, some people have double first names. There is no automatic algorithm that will be able to always split the field correctly. It would be better to have Freshdesk automatically split and fill these fields, but give us the opportunity to change the values of first and last name.

      B
      Community Debut
      • bkoene
      • Community Debut
      • March 22, 2017

      I totally agree with Daan de Wit,


      We also have to deal with customers with double first name but Freshdesk only suggests the first part and we thus have to add the second part ourselves.

      aravind.sundararajan
      Skilled Expert
      Forum|alt.badge.img+12

      Hello Folks,


      Sorry for being silent on this thread for a very long time. Wanted to compile the list of placeholders and we thought we'd update the existing article with the missing items. We'll keep adding content to this article as and when we introduce new placeholders.


      Thanks everyone for your active participation on this topic.


      Cheers!

      Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
      R
      Community Debut
      • rleong
      • Community Debut
      • April 26, 2018

      Has anything happened with this so that we can a separate place holder for First, Last and Full Name?

      aravind.sundararajan
      Skilled Expert
      Forum|alt.badge.img+12

      @Rleong: We've updated the article with the list of available placeholders. Here's a snapshot of what you were looking for :



      Cheers!

      Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
      W
      Contributor
      • withoude
      • Contributor
      • May 3, 2019

      There still is no way to enter a first name for someone.


      Eg someone called Mary Sue Smith. When I use firstname it says Hi Mary, instead of Hi Mary Sue.

      L
      Community Debut
      • lmcguinty
      • Community Debut
      • October 31, 2019

      We should be able to choose whether to use full name or first name last name. All our existing forms and connections to CRM have our customers listed first name, last name as separate fields. As Erik mentioned above, this also creates problems when the customer has a two part name. This is basic stuff that should be implemented. 

        A
        Community Debut

        Hello All,


        As @Aravind mentioned, we would be able to differentiate the first name and the last name using the placeholders. But, I understand that this does not pull in the middle name of the user. We will try and open this for customization in future. Sorry about the limitation here.

        erik.oostenberg
        Contributor
        Forum|alt.badge.img

        Hi! We also really need this function. 

        Using the agent first name placeholder would be really helpful.

         

        Please look into this, it would solve a bunch of issues for us.

        Thank you!

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