Why are my {{ticket.link}} and {{ticket.url}} placeholders not rendering?

Answer

To render the ticket link and ticket Uniform Resource Locator (URL) placeholders, you must have an active help center where the user profile page is hosted. These placeholders generate links to the user profile so end users can view their requests.

Note: The {{ticket.url}} placeholder often generates links to the agent interface. If an end user clicks this link in an external email client, they must sign in. If they don't have agent permissions, the link appears broken or leads to an "Access Denied" page.

If you want to generate a ticket link when your help center is deactivated, or if you want to avoid authentication issues for end users, use the HyperText Markup Language (HTML) code below to create a direct hyperlink:

<a href="https://yoursubdomain.zendesk.com/agent/tickets/{{ticket.id}}">Click here to view the ticket</a>

Internal communication workaround

If you need to generate a ticket link when your help center is deactivated, you can use the HTML code below:

<a href="https://yoursubdomain.zendesk.com/agent/tickets/{{ticket.id}}">Click here to view the ticket</a>

Warning: This workaround creates links to the agent interface.

Use this code only for:

Agent-to-agent communications

Internal team notifications

Triggers that notify agents or internal groups

Don't use for:

Customer-facing emails

End-user notifications

Public-facing automations

End users can't access agent URLs and will encounter "Access Denied" errors.