I would use a liquid filter, to update the source number to the name. 

How ? 

We have “SOURCE” shown in our notification emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.

 

Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?

 

 

I use an expression to do it; if(‘{{source}}’ == ‘1’,’E-Mail’,if(‘{{source}}’ == ‘2’,’portal’,  etc 

Depends on where you’re doing it, either an expression and the parse the expression resut, or a liquid filter if it’s an email. 

{% case ticket.source %}
  {% when '1' %}E-Mail
  {% when '2' %}Portal
  {% when '3' %}Phone
  {% when '4' %}Chat
  {% when '5' %}Feedback Widget
  {% when '6' %}Outbound Email
  {% else %}Unknown Source
{% endcase %}
 

Looks much better using case then expression and nested if statement. 

It really depends on your usecase, but Freshworks needs to work on expressions and consistency! 

Thanks for the replies but i think i might just take this out of the email to the agents, it seems too complex just for this purpose.

@Roxwell you’re right, FreshWorks do really need to make this a lot simpler. I’m starting to pick faults with FreshService now after using for around 3 months.

More placeholders would be nice. source_id and source_name so you can chose, sometimes you need the number when you do API calls. 

It’s not perfect, but you can do alot.  If you just paste the liquide filter I gave you above in the email template it will work. 

I tried this in the body of the email that is sent to the agents:

{% case ticket.source %}{% when '1' %}E-Mail{% when '2' %}Portal{% when '3' %}Phone{% when '4' %}Chat{% when '5' %}Feedback Widget{% when '6' %}Outbound Email {% else %}Unknown Source{% endcase %}

but it gave a blank email. When I took this out of the email template, the body of the email appeared. Must be doing something wrong somewhere.

Strange that I can’t get it work, if you get formatting into the code it could be wrong. 

I tried this and everything ens up Unknown/else 
The if statement use to work. 

source {{ticket.source}}



{% case ticket.source %}

{% when '1' %}E-Mail

{% when '2' %}Portal

{% when '3' %}Phone

{% when '4' %}Chat

{% when '5' %}Feedback Widget

{% when '6' %}Outbound Email

{% else %}Unknown Source

{% endcase %}



{% if ticket.source == '3' %} 

Phone {{ticket.source}} 

{% else %} 

Other {{ticket.source}} 

{% endif %}