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Use Placeholders in New Ticket Templates

Related products:Freshdesk
  • April 5, 2019
  • 3 replies
  • 50 views
D
Contributor

 It would be very helpful if we could use placeholders in New Ticket Templates


For example:


Subject:  Quote # {{Ticket.ID}}



Thanks,

Daniel

3 replies

O
Contributor
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I'm trying to understand your request to see if we could also use it.


You mention a new ticket, but want fields filling automatically, such as ticket ID. I think the ID is only created when the ticket is saved, so before that there is no ID to use. The placeholders in the system (such as in replies) are filled as soon as the template is used (so prior to sending while the data can be edited).

I cannot think of any other placeholders which would contain any data in a new ticket. 

D
Contributor
  • danielb
  • Author
  • Contributor
  • April 9, 2019

If you put something like {{ticket.agent.name}} in a new ticket template it will NOT be filled in by freshdesk. The resulting email has the placeholder field text and not the actual agent name.


In other words placeholders do not work at all in templates.

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • April 17, 2020

Hello!


@Daniel we understand you would like to use placeholders in the New ticket template, however, as @Markmentioned, dynamic placeholders work on the logic of pulling information post the trigger of an event.


Let's take your case,


Adding ticket ID placeholder in the New ticket template: Consider ticket creation to be an event. Before you click the 'Create' button in the 'New ticket' page, the ticket creation event wouldn't be triggered. Thus, a ticket ID would not be populated before the trigger. This would be a similar case for populating agent name in the New ticket template.


Hence, you can use placeholders in agent reply templates, email notifications, automation which would be performed post an event trigger. Hope this helps!


For any further queries, you can write to support@freshdesk.com and we would be glad to help.


Cheers!

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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