So in webhook settings there’s an option to get Agent name like so {{ticket.agent.name}}.
But that name only return Agent’s name that the ticket is assigned to. Is there a way to get name of who replied to the ticket?
maybe like {{ticket.replier.name}} ??
Solved
How do i get name of who replied the ticket instead of Agent name?
Best answer by eeha0120
Hi.
You should be able to use “{{event_performer.name}}”.
You may refer to:
Understanding dynamic content and placeholders : Freshdesk
Hope this helps.
Regards,
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Hi.
You should be able to use “{{event_performer.name}}”.
You may refer to:
Understanding dynamic content and placeholders : Freshdesk
Hope this helps.
Regards,
Hi.
You should be able to use “{{event_performer.name}}”.
You may refer to:
Understanding dynamic content and placeholders : Freshdesk
Hope this helps.
Regards,
Thanks for this. This solves the issue.
To retrieve the name of the person who replied to the ticket, you can use the placeholder {{ticket.last_public_comment.author.name}} in your webhook settings. This will dynamically fetch the name of the last person who made a public comment on the ticket, which typically corresponds to the replier.
This is not working if the agent is different from the assigned agent.
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