Hi @erik

Greetings from Freshworks Community! 

I understand that you would like to only have the Agent’s First Name in the Automations, in order to achieve this, you can make use of the following placeholder in the Automations: 

{{ticket.agent.firstname}} 

This placeholder is dependent on the ticket variables, so this will take up the first name of the Agent who is assigned to that specific ticket. 

I hope this helps. 

Hello,

I would also like to use the agent’s first name only in automations.

{{ticket.agent.name}} works, so the ticket variables are assigned correctly. However, the placeholder {{ticket.agent.firstname}}  does not work for me, and remains empty on responses.

Please advise on how to continue.

Best,
Chung

Yes, {{ticket.agent.firstname}} is just blank, does not work. While placeholders include a requester first and last name, somehow this feature is still not in Freshservice.

this is an old one but yep, the Workflow Automator doesn’t seem to have a placeholder for Agent first names.

The only way I can think of off the top of my head is to first do a Web Request + JSON Parser of the View a Ticket API (https://api.freshservice.com/#view_a_ticket) to get the responder_id , and then using the responder_id with a Web Request + JSON Parser of the View an Agent API (https://api.freshservice.com/#view_an_agent)

This will give the details of the Agent, including just their first name.