Where can I use placeholders?

Question

What are placeholders? Where is it possible to use placeholders?

Answer

Placeholders are containers that hold dynamic data about tickets, users, and custom objects. They personalize automatic replies with the appropriate ticket and user details. The data comes from the ticket where the placeholder is applied.

There's a wide range of areas where you can add placeholders. Some examples include:

Email notifications

Triggers

Automations

Macros

Dynamic content

User and organization fields

Help center

Note: Triggers have the ability to suppress placeholders. Also, placeholders won't work within code blocks. Finally, placeholders from one field can't populate another field within Zendesk. For more information, see Using placeholders.

For a comprehensive list of placeholders and their uses, see Zendesk placeholders reference.