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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}} ??

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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