Placeholder reference for business rules

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<div class="body">
<p class="p">Placeholders are containers for dynamically generated ticket, user, and custom data. The
format is a data reference contained within double curly brackets. Since you can also access
ticket, user, and custom data when defining programming logic, it may be helpful to think
beyond placeholders and think instead of data objects and their properties that can be used
for either purpose. </p>
<p class="p">There are two primary data objects in Zendesk Support: Ticket and User. Each has its own set
of properties; the User object, for example, contains user properties such as name and email.
In addition to these two data objects, there are associated data objects. For tickets, there
are the Comment and Satisfaction Rating objects. For users, there are the Organization and
Agent objects. There are also custom objects, which are defined by users and can be associated
with tickets, users, and other Zendesk objects.</p>
<p class="p">Although placeholders can be in HTML format, when a placeholder is sent to a URL target or
webhook, unformatted text is used to render the placeholder, not HTML. Also, placeholders
won't work within code blocks. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you're supporting multiple languages, be aware that placeholder values will match the
language of the requester on the ticket, in most instances. This automatic translation
cannot be disabled.</div>
</div>
<p class="p" dir="ltr">Support includes <em class="ph i">inborn system rules</em> that suppress placeholders in ticket
triggers in certain situations. Inborn system rules are rules that you cannot change, modify,
or override, which dictate the default behavior of Support. These rules may sometimes make it
seem like placeholders in ticket triggers failed to work, but this isn’t a mistake. These
rules protect you because they prevent spammers from using your account to distribute spam
messages. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833443226" target="_blank">Understanding placeholder suppression rules</a>.</p>
<p class="p">The HTML template for email notifications has its own set of placeholders. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886168090#topic_mqn_hpd_x3" target="_blank">Placeholder reference for the HTML email template</a>.</p>
<p class="p">This article categorizes the placeholders by the data they display. When you specify
placeholders, remember they are case sensitive. </p>
<ul class="ul" id="topic-1__ul_xyk_gry_nm">
<li class="li"><a class="xref" href="#topic_qdz_opl_rc">User data</a></li>
<li class="li"><a class="xref" href="#topic_qgz_opl_rc">Organization data</a></li>
<li class="li"><a class="xref" href="#topic_hmx_zzw_4v">Agent data</a></li>
<li class="li"><a class="xref" href="#topic_giz_opl_rc">Ticket data</a></li>
<li class="li"><a class="xref" href="#topic_jkz_opl_rc">Comment data</a></li>
<li class="li">
<a class="xref" href="#topic_nnz_opl_rc">Satisfaction rating data</a>
</li>
<li class="li"><a class="xref" href="#topic_zj1_1w1_qbc">Custom object data</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_dtm_4l4_wmb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833443226" target="_blank">Understanding placeholder suppression rules</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330-Using-placeholders" target="_blank">Using placeholders</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825385242" target="_blank">Configuring email autoreplies to deflect requests</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qdz_opl_rc">
<h2 class="title topictitle2" id="ariaid-title2">User data</h2>
<div class="body">
<div class="p">In the context of updating a ticket, there are a number of different types of users. These
include the following:<ul class="ul" id="topic_qdz_opl_rc__ul_cfz_opl_rc">
<li class="li">ticket.requester, who is the person who requested the ticket</li>
<li class="li">ticket.assignee, who is the agent assigned to the ticket</li>
<li class="li">ticket.submitter, who is either the user who submitted the request or the agent that
opened the ticket on behalf of the requester</li>
<li class="li">current_user, who is the user currently updating the ticket (an end user, agent, or
Zendesk as the system user)</li>
</ul>
</div>
<p class="p">This means that most of the user data listed in the following table can be returned for
each type of user (for example, {{ticket.submitter.name}}, {{current_user.name}}, and so
on). </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_qdz_opl_rc__table_efz_opl_rc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>User object data</span></caption>
<colgroup>
<col style="width:28.818443804034583%">
<col style="width:71.18155619596543%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e168" style="vertical-align:top;">Properties/placeholders</th>
<th class="entry cell-norowborder" id="d51e171" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.name}}<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Remember to replace <em class="ph i">user</em> with one of the user
types shown above (for example, ticket.requester).</div>
</div>
</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's full name.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.first_name}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's first name. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.last_name}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's last name. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.email}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's email address. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.language}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's language preference. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.phone}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's telephone number. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.external_id}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's external ID (if one exists). Optional for accounts that have
activated enterprise single sign-on using JWT or SAML. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.details}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's details. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.notes}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's notes. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.time_zone}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's time zone. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.role}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's role (Admin, Agent, or End user). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.extended_role}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">When using Support Enterprise agent roles, this returns the name of the
agent's Enterprise role. These are the predefined roles: <div class="p">
<ul class="ul" id="topic_qdz_opl_rc__ul_drl_crn_zd">
<li class="li">Advisor</li>
<li class="li">Light Agent</li>
<li class="li">Staff</li>
<li class="li">Team Leader</li>
<li class="li">Legacy Agent</li>
<li class="li">Administrator</li>
</ul>
</div>
<p class="p">If you've created custom agent roles, those role names are returned. If
you're not an Enterprise account, using this placeholder returns 'Agent' for all
agent users and 'End user' for all end users.</p>
<p class="p">For more information about
custom agent roles, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Creating custom agent roles and assigning
agents</a>. </p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.id}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's ID. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.locale}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The user's locale (for example: en-US). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.signature}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The agent's signature. Only agents have signatures. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.organization...}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">See <a class="xref" href="#topic_qgz_opl_rc">Organization data</a>
below.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.tags}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">Tags. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Adding tags to users and organizations</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.custom_fields.<em class="ph i">&lt;field_key&gt;</em>}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">Property/placeholder format for the value of a custom user fields (except
drop-down fields). For example,
{{ticket.requester.custom_fields.my_custom_field}}. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822051866" target="_blank">Adding custom fields to users</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.custom_fields.&lt;<em class="ph i">field_key</em>&gt;.id}}</td>
<td class="entry cell-norowborder" headers="d51e171" style="vertical-align:top;">The ID of the target record in a lookup relationship field.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e168" style="vertical-align:top;">{{<em class="ph i">user</em>.custom_fields.<em class="ph i">&lt;field_key&gt;</em>.title}}</td>
<td class="entry cellrowborder" headers="d51e171" style="vertical-align:top;">Property/placeholder format for the value of a custom user drop-down field.
For example, {{ticket.requester.custom_fields.manager_for_approval.title}}. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822051866" target="_blank">Adding custom fields to users</a>.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_g1t_bjy_wwb">
<h3 class="title topictitle3" id="ariaid-title3">About user name placeholders</h3>
<div class="body">
<p class="p">The behavior of the first name and last name placeholders depends on the formatting of
the name on the profile. For example, if you use the name Dutch van der Linde, the
placeholder <em class="ph i">user</em>.last_name will show 'Linde'. If you use the name van der Linde,
Dutch on the profile, then the placeholder <em class="ph i">user</em>.last_name will show 'van der
Linde'. </p>
<p class="p">Additionally, in Japan, the first name placeholder refers to the user's last name and the
last name placeholder refers to the user's first name.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qgz_opl_rc">
<h2 class="title topictitle2" id="ariaid-title4">Organization data</h2>
<div class="body">
<p class="p">Each type of user can be added to an organization. An organization contains the following
data properties. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_qgz_opl_rc__table_ahz_opl_rc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Organization data object</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e540" style="vertical-align:top;">Properties/placeholders</th>
<th class="entry cell-norowborder" id="d51e543" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e540" style="vertical-align:top;">{{<em class="ph i">user</em>.organization.id}}<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Remember to replace <em class="ph i">user</em> with one of the user
types shown below.</div>
</div>
</td>
<td class="entry cell-norowborder" headers="d51e543" style="vertical-align:top;">The ID of the organization that the user is assigned to. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e540" style="vertical-align:top;">{{<em class="ph i">user</em>.organization.name}}</td>
<td class="entry cell-norowborder" headers="d51e543" style="vertical-align:top;">The name of the organization that the user is assigned to. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e540" style="vertical-align:top;">{{<em class="ph i">user</em>.organization.is_shared}}</td>
<td class="entry cell-norowborder" headers="d51e543" style="vertical-align:top;">True or False. Indicates if the organization is a shared organization.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e540" style="vertical-align:top;">{{<em class="ph i">user</em>.organization.is_shared_comments}}</td>
<td class="entry cell-norowborder" headers="d51e543" style="vertical-align:top;">True or False. Indicates if the organization allows users to add comments to
other user's tickets. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e540" style="vertical-align:top;">{{<em class="ph i">user</em>.organization.details}}</td>
<td class="entry cell-norowborder" headers="d51e543" style="vertical-align:top;">Details about the organization. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e540" style="vertical-align:top;">{{<em class="ph i">user</em>.organization.notes}}</td>
<td class="entry cell-norowborder" headers="d51e543" style="vertical-align:top;">Notes about the organization. </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e540" style="vertical-align:top;">{{<em class="ph i">user</em>.organization.tags}}</td>
<td class="entry cellrowborder" headers="d51e543" style="vertical-align:top;">Tags. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Adding tags to users and organizations</a>.</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="p">Since all users can be added to an organization, you can access the organization data for
each using Liquid markup. For example, you can return data for each of the these types of
users (shown here as placeholders):<ul class="ul" id="topic_qgz_opl_rc__ul_eiz_opl_rc">
<li class="li">{{ticket.organization.name}}, which is the ticket requester's organization</li>
<li class="li">{{ticket.requester.organization.name}}, which the same as {{ticket.organization.name}}
(the requester)</li>
<li class="li">{{current_user.organization.name}}, who is the user currently updating the ticket (an
end user or agent)</li>
<li class="li">{{ticket.assignee.organization.name}}, who is the agent assigned to the ticket</li>
<li class="li">{{ticket.submitter.organization.name}}, who is either the user who submitted the
request or the agent that opened the ticket on behalf of the requester</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_hmx_zzw_4v">
<h2 class="title topictitle2" id="ariaid-title5">Agent data</h2>
<div class="body">
<p class="p">You can use the following placeholders in agent signatures only. For information on agent
signatures, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822471322" target="_blank">Adding an agent signature to ticket email
notifications</a>.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hmx_zzw_4v__table_nw4_11x_4v" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 3. </span>Agent data object</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e704" style="vertical-align:top;">Properties/placeholders</th>
<th class="entry cell-norowborder" id="d51e707" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.name}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's full name (or alias, if present).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.first_name}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's first name. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.last_name}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's last name.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.role}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's role.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.signature}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's signature.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.email}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.phone}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's phone number.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.organization}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's organization.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e704" style="vertical-align:top;">{{agent.language}}</td>
<td class="entry cell-norowborder" headers="d51e707" style="vertical-align:top;">The agent's language.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e704" style="vertical-align:top;">{{agent.time_zone}}</td>
<td class="entry cellrowborder" headers="d51e707" style="vertical-align:top;">The agent's time zone.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_giz_opl_rc">
<h2 class="title topictitle2" id="ariaid-title6">Ticket data</h2>
<div class="body">
<p class="p">Zendesk Support tickets contain the following data properties. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_giz_opl_rc__table_sjz_opl_rc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 4. </span>Ticket object data</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e839" style="vertical-align:top;">Properties/placeholders</th>
<th class="entry cell-norowborder" id="d51e842" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.account}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The Zendesk account name.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.assignee.name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Ticket assignee full name or alias (if any). See <a class="xref" href="#topic_qdz_opl_rc">User data</a> above.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.brand.name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ticket's assigned brand name.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.cc_names}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Returns the names CCs on the ticket.<div class="note note">
<span class="notetitle">Note:</span> If you are using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482" target="_blank">the new CCs and followers</a> experience and
you are adding or updating your placeholders, we recommend using
<code class="ph codeph">ticket.email_cc_names</code> instead of
<code class="ph codeph">tickets.cc_names</code>. They do the same thing.</div>
<p class="p">If you
want to return the email addresses of the people CC'd on the message, you can
use this Liquid code: </p>
<div class="p">
<pre class="pre codeblock"><code>{% for cc in ticket.ccs %}
{{cc.name}} ({{cc.email}})
{% endfor %}</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.email_cc_names}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">
<p class="p">With the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482" target="_blank">new CCs and followers experience</a>,
returns the names of CCs on the ticket. With the old CCs experience, returns
empty.</p>
<div class="note note">
<span class="notetitle">Note:</span> If you are using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482" target="_blank">new CCs and follower experience</a> and you
are adding or updating your placeholders, we recommend using
<code class="ph codeph">ticket.email_cc_names</code> instead of
<code class="ph codeph">tickets.cc_names</code>. They do the same thing.</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.follower_names}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">With the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482" target="_blank">new CCs and followers experience</a>, returns the names of
followers. With the old CCs experience, returns empty.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.follower_reply_type_message}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">With the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482" target="_blank">new CCs and followers experience</a>, indicates what type of
comment (public or private) triggered the notification. Causes the phrase "Reply
to this email to add a comment to the request" or "Reply to this email to add an
internal note to the request" to appear in the email notification (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843866394" target="_blank">Customizing default email notifications for CCs and
followers</a>).<p class="p">With the old CCs experience, returns empty.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.created_at}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Date the ticket was created (for example, May 18, 2014). <div class="note note">
<span class="notetitle">Note:</span> The year is
not included if the ticket was created in the current year. </div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.created_at_with_timestamp}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Time the ticket was created expressed as an iso8601 format date/time.
Example: 2013-12-12T05:35Z, which translates to December 12th, 2013 at 05:35am
UTC.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.created_at_with_time}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Date and time the ticket was created. For example, February 10,
14:29.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.current_holiday_name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">If the placeholder is used outside of a holiday, it is null. If it is used
within a holiday, the holiday's name is displayed. If you've set up multiple
schedules, this placeholder respects the list of holidays set in the schedule
applied to the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.description}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ticket description. This includes the requester's name, the comment date,
and the ticket description (the first comment).
<div class="note note">
<span class="notetitle">Note:</span> If the subject field is empty or not
visible to the requester, then this first comment will be used and sent to the
requester. This is true for private tickets as well. </div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.due_date}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ticket due date (relevant for tickets of type Task). The format is:
May-18.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.due_date_with_timestamp}} </td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ticket due date (relevant for tickets of type Task) expressed as an
iso8601 format date/time. Example: 2013-12-12T05:35+0100 which translates to
December 12th, 2013 at 06:35am UTC+1.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.external_id}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The external ticket ID (if one exists). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.encoded_id}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The encoded ID is used for threading incoming email replies into existing
tickets.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.group.name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The group assigned to the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.id}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ticket ID. <code class="ph codeph">#{{ticket.id}}</code> creates a clickable link.
<code class="ph codeph">{{ticket.id}}</code> renders the ticket number in plain text. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.in_business_hours}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">True or False. True if the ticket update is during business hours. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">Setting your business hours</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.link}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Full URL path to ticket. <div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When used in macros, ticket comments, or side conversations, this
placeholder uses the agent URL (for example,
subdomain.zendesk.com/agent/tickets/123).</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.organization.custom_fields.<em class="ph i">&lt;field_key&gt;</em>}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Property/placeholder format for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838961562" target="_blank">custom organization fields</a>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842677786" target="_blank">Adding custom fields to organizations</a>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.organization.custom_fields.&lt;<em class="ph i">field_key</em>&gt;.id}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ID of the target record in a custom <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770" target="_blank">lookup relationship field</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.organization.custom_fields.<em class="ph i">&lt;field_key&gt;</em>.title}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Property/placeholder format for the value of a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838961562" target="_blank">custom organization drop-down field</a>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842677786" target="_blank">Adding custom fields to organizations</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.organization.external_id}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">External ID of the ticket requester's organization.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.organization.id}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ID of the ticket requester's
organization.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.organization.name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">See <a class="xref" href="#topic_qgz_opl_rc">Organization data</a>
above.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.priority}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ticket priority (Low, Normal, High, Urgent).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.requester.first_name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Ticket requester first name.<p class="p">If you have an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881989018#topic-1__ul_l2w_x13_4y" target="_blank">open Zendesk Support instance</a>, this
placeholder can be a target for spam in first-reply triggers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832828186#h_667502120121539295305407" target="_blank">Using Zendesk Support-specific features to
combat spam</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.requester.last_name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Ticket requester last name.<p class="p">If you have an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881989018#topic-1__ul_l2w_x13_4y" target="_blank">open Zendesk Support instance</a>, this
placeholder can be a target for spam in first-reply triggers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832828186#h_667502120121539295305407" target="_blank">Using Zendesk Support-specific features to
combat spam</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.requester.name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Ticket requester full name.<p class="p">If you have an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881989018#topic-1__ul_l2w_x13_4y" target="_blank">open Zendesk Support instance</a>, this
placeholder can be a target for spam in first-reply triggers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832828186#h_667502120121539295305407" target="_blank">Using Zendesk Support-specific features to
combat spam</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.requester.email}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Ticket requester email address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.requester.custom_fields.<em class="ph i">&lt;field_key&gt;</em>}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Property/placeholder format for custom user fields. For example,
{{ticket.requester.custom_fields.my_custom_field}}. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822051866" target="_blank">Adding custom fields to users</a>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.requester.custom_fields.&lt;<em class="ph i">field_key</em>&gt;.id}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ID of the target record in a lookup relationship field.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.requester.custom_fields.<em class="ph i">&lt;field_key&gt;</em>.title}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Property/placeholder format for the value of a custom user drop-down field.
For example, {{ticket.requester.custom_fields.manager_for_approval.title}}. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842677786" target="_blank">Adding custom fields to organizations</a>.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.requester.details}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The contents of the Details field on the requester’s user profile.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.status}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The standard ticket status (New, Open, Pending, On-hold, Solved,
Closed).<div class="note note">
<span class="notetitle">Note:</span> If you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>, this
placeholder displays the same value as
<code class="ph codeph">{{ticket.status_category}}</code>.</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.status_category}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">custom ticket statuses are activated</a>,
returns the status category the ticket's status belongs to (New, Open, Pending,
On-hold, Solved, Closed). Learn more about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306#topic_hmv_5kl_dwb" target="_blank">ticket status categories</a>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.custom_status}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">custom ticket statuses are activated</a>,
returns the custom ticket status.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.tags}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">All of the tags attached to the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.ticket_field_<em class="ph i">&lt;field ID number&gt;</em>}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Property/placeholder format for custom fields. For example,
{{ticket.ticket_field_123}}. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330#topic_nfp_nja_vb" target="_blank">Placeholders for custom fields</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.ticket_field_&lt;<em class="ph i">field ID number</em>&gt;.id}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ID of the target record in a lookup relationship field.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.ticket_field_&lt;<em class="ph i">field ID number</em>&gt;.name}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The name of the target record in a lookup relationship field.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.ticket_field_option_title_<em class="ph i">&lt;field ID number&gt;</em>}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Property/placeholder format for the value of a dropdown custom field. For
example, {{ticket.ticket_field_option_title_456}}. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330#topic_nfp_nja_vb" target="_blank">Placeholders for custom fields</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.ticket_form}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Form name for end users.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.ticket_type}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Ticket type (Question, Incident, Problem, Task). If the ticket type is not
specified, this placeholder returns "Ticket". </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.title}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The ticket subject. End users may see different text in this field. For
troubleshooting information about this placeholder, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827535770" target="_blank">The ticket title placeholder displays first comment instead of
the subject</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4970929848090" target="_blank">Why does the subject line in my email notifications say
"Untitled ticket"</a>.<p class="p">If you have an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881989018#topic-1__ul_l2w_x13_4y" target="_blank">open Zendesk Support instance</a>, this
placeholder can be a target for spam in first-reply triggers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832828186#h_667502120121539295305407" target="_blank">Using Zendesk Support-specific features to
combat spam</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.updated_at}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Date the ticket was last updated (for example, May18). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.updated_at_with_time}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Time and date the ticket was last updated. For example, February 10,
14:29.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.updated_at_with_timestamp}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">Time the ticket was last updated expressed as an iso8601 format date/time.
Example: 2013-12-12T05:35Z, which translates to December 12th, 2013 at 05:35am
UTC.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.url}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The full URL path to the ticket (excluding "http://").<div class="note note">
<span class="notetitle">Note:</span> When used in
macros, ticket comments, or side conversations, this placeholder uses the agent
URL (for example,
subdomain.zendesk.com/agent/tickets/123).</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.verbatim_description}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The plain text value of the ticket description (the first comment). If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Allow agents to attach files in emails</a> is activated,
attachments are included. <div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This placeholder cannot be used to send attachments in a webhook.</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e839" style="vertical-align:top;">{{ticket.via}}</td>
<td class="entry cell-norowborder" headers="d51e842" style="vertical-align:top;">The source type of the ticket (Web form, Mail, etc.). </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e839" style="vertical-align:top;">{{account.incoming_phone_number_ID}}</td>
<td class="entry cellrowborder" headers="d51e842" style="vertical-align:top;">Zendesk inbound phone number. For
example,{{account.incoming_phone_number_123}}.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_jkz_opl_rc">
<h2 class="title topictitle2" id="ariaid-title7">Comment data</h2>
<div class="body">
<div class="p"> Because comments are added to tickets, they're accessed with the ticket data object. There
are four types of comment placeholders: <ul class="ul" id="topic_jkz_opl_rc__ul_c22_nph_sbb">
<li class="li">
<a class="xref" href="#topic_jkz_opl_rc__table_zrv_bzk_wtb"><strong class="ph b">HTML comment
placeholders</strong></a> are used for simplified email threading in email
applications such as Gmail. For best results, they should not be used with other comment
placeholders.</li>
<li class="li">
<a class="xref" href="#topic_jkz_opl_rc__table_tlz_opl_rc"><strong class="ph b">Standard comment
placeholders</strong></a> allow you to use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883291290" target="_blank">liquid hashes</a> to choose what you want to display, and return a
collection of comment and attachment data. For example, you can set up <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886168090" target="_blank">templates</a> to iterate over comments using
<code class="ph codeph">{{ticket.comments}}</code>. </li>
<li class="li">
<a class="xref" href="#topic_jkz_opl_rc__table_w5b_hl2_mg"><strong class="ph b">Formatted comment
placeholders</strong></a> allow you to return preformatted, rendered HTML
representations of the standard placeholders, but without a large degree of
customization. They simply return comments in predefined formats. For example,
<code class="ph codeph">{{ticket.comments_formatted}}</code> returns a chunk of rendered HTML. The
ticket comments will include dates, author, the author’s avatar, and the like. </li>
<li class="li">
<a class="xref" href="#topic_jkz_opl_rc__table_l22_wph_sbb"><strong class="ph b">Rich text comment
placeholders</strong></a> allow you to use rich text in your customized template (as
with the formatted object placeholders) without being restricted to the predefined
formatting rules, so you can have more control over the look and feel of your
notifications. Rich text objects allow inclusion of attachments only if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Allow agents to attach files in emails</a> is activated.
</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Considerations</strong>:<ul class="ul" id="topic_jkz_opl_rc__ul_zyg_jyj_mcc">
<li class="li">It is recommended that <a class="xref" href="#topic_jkz_opl_rc__table_zrv_bzk_wtb">HTML comment placeholders</a> be used to avoid issues with attachment <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146#topic_lv2_cnx_xdb" target="_blank">size limits</a>. These placeholders include
attachments as inline links if they exceed the size limit. Single attachments and total
attachment sizes over the size limit will not be included in placeholders such as
<code class="ph codeph">ticket.latest_comment</code> or
<code class="ph codeph">ticket.latest_comment_rich</code>.</li>
<li class="li">Agents who are assigned to or following the ticket receive both public comments and
internal notes. End users receive only public comments.</li>
<li class="li">If you have CCs activated, CCs (including agent CCs) receive email notifications only
for public comments. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843866394" target="_blank">Understanding how email notifications are sent to CCs by
default</a>.</li>
<li class="li">If you're using dynamic content in your placeholder, some formatting issues may occur.
Notably, line breaks may not be applied to multi-line or custom-text fields. </li>
</ul>
</div>
<p class="p"> </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jkz_opl_rc__table_zrv_bzk_wtb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 5. </span>HTML comment data</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e1722" style="vertical-align:top;">Properties/placeholders</th>
<th class="entry cell-norowborder" id="d51e1725" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1722" style="vertical-align:top;">{{ticket.latest_comment_html}}</td>
<td class="entry cell-norowborder" headers="d51e1725" style="vertical-align:top;">The most recent comment, including any attachments. Agents receive the most
recent public or private comment. End users receive the most recent public
comment. Attachments are attached to email or added as inline links if they exceed
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146#topic_lv2_cnx_xdb" target="_blank">size limit</a>.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e1722" style="vertical-align:top;">{{ticket.latest_public_comment_html}}</td>
<td class="entry cellrowborder" headers="d51e1725" style="vertical-align:top;">The most recent public comment, including any attachments. Attachments are
attached to email or added as inline links if they exceed the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146#topic_lv2_cnx_xdb" target="_blank">size limit</a>.</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jkz_opl_rc__table_tlz_opl_rc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 6. </span>Standard comment data</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e1780" style="vertical-align:top;">Properties/placeholders</th>
<th class="entry cell-norowborder" id="d51e1783" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1780" style="vertical-align:top;">{{ticket.comments}}</td>
<td class="entry cell-norowborder" headers="d51e1783" style="vertical-align:top;">Used as a placeholder, {{ticket.comments}} displays all the comments in a
ticket in unformatted text. <p class="p">The ticket.comments placeholder also serves as a collection for
comment and attachment details. You can access the following data using Liquid
markup:</p>
<ul class="ul" id="topic_jkz_opl_rc__ul_gmz_opl_rc">
<li class="li">comment.author.name</li>
<li class="li">comment.created_at</li>
<li class="li">comment.created_at_with_time</li>
<li class="li">comment.is_public (<strong class="ph b">true</strong>  for public comments and  <strong class="ph b">false</strong>  for
private comments)</li>
<li class="li">comment.value</li>
<li class="li">comment.value_rich</li>
<li class="li">comment.id</li>
<li class="li">comment.attachments<ul class="ul" id="topic_jkz_opl_rc__ul_jnz_opl_rc">
<li class="li">attachment.filename</li>
<li class="li">attachment.url</li>
</ul>
</li>
</ul>
<p class="p">For an example of accessing this data in business rules, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832790042" target="_blank">Customizing the format and placement of text in
comments and email notifications</a>. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This same comment data collection is available when using the
ticket.public_comments, ticket.latest_comment, and
ticket.latest_public_comment placeholders. </div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1780" style="vertical-align:top;">{{ticket.public_comments}}</td>
<td class="entry cell-norowborder" headers="d51e1783" style="vertical-align:top;">All public comments, most recent first. Unformatted text. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1780" style="vertical-align:top;">{{ticket.latest_comment}}</td>
<td class="entry cell-norowborder" headers="d51e1783" style="vertical-align:top;">The most recent comment. Unformatted text. Does not include attachments,
unless <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Allow agents to attach files in emails</a> is
activated. To return attachments, use ticket.latest_comment_formatted.
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e1780" style="vertical-align:top;">{{ticket.latest_public_comment}}</td>
<td class="entry cellrowborder" headers="d51e1783" style="vertical-align:top;">The most recent public comment. Unformatted text.
</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jkz_opl_rc__table_w5b_hl2_mg" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 7. </span>Formatted comment data</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e1905" style="vertical-align:top;">Properties/placeholders</th>
<th class="entry cell-norowborder" id="d51e1908" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1905" style="vertical-align:top;">{{ticket.comments_formatted}}</td>
<td class="entry cell-norowborder" headers="d51e1908" style="vertical-align:top;">All comments, most recent first.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1905" style="vertical-align:top;">{{ticket.public_comments_formatted}}</td>
<td class="entry cell-norowborder" headers="d51e1908" style="vertical-align:top;">All public comments, most recent first.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1905" style="vertical-align:top;">{{ticket.latest_comment_formatted}}</td>
<td class="entry cell-norowborder" headers="d51e1908" style="vertical-align:top;">The most recent comment including any attachments.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e1905" style="vertical-align:top;">{{ticket.latest_public_comment_formatted}}</td>
<td class="entry cellrowborder" headers="d51e1908" style="vertical-align:top;">The most recent public comment including any
attachments.</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jkz_opl_rc__table_l22_wph_sbb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 8. </span>Rich text comment data</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e1970" style="vertical-align:top;">Properties/placeholders</th>
<th class="entry cell-norowborder" id="d51e1973" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1970" style="vertical-align:top;">{{ticket.latest_comment_rich}}</td>
<td class="entry cell-norowborder" headers="d51e1973" style="vertical-align:top;">
<p class="p">The most recent comment. Rich text formatting. If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Allow agents to attach files in emails</a> is activated,
attachments are included. </p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e1970" style="vertical-align:top;">{{ticket.latest_public_comment_rich}}</td>
<td class="entry cellrowborder" headers="d51e1973" style="vertical-align:top;">The most recent public comment. Rich text formatting. If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Allow agents to attach files in emails</a> is activated,
attachments are
included.</td>
</tr>
</tbody>
</table>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833443226" target="_blank">Under certain circumstances</a> comment placeholders are suppressed
for <em class="ph i">received request</em> email notifications and will not receive them.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_nnz_opl_rc">
<h2 class="title topictitle2" id="ariaid-title8">Satisfaction rating data</h2>
<div class="body">
<p class="p">On Suite Growth and above or Support Professional and Enterprise, the following data
properties are available for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">customer satisfaction rating for email and messaging</a>.</p>
<p class="p">This table lists both current and legacy CSAT placeholders. Legacy placeholders
work only for the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822875034" target="_blank">legacy CSAT experience</a>. The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554" target="_blank">updated CSAT option</a> lets you customize the CSAT question, rating
scale, and rating labels. </p>
<div class="p">
<div class="note note" id="topic_nnz_opl_rc__note_kr2_yvj_ydc">
<span class="notetitle">Note:</span> Using satisfaction rating placeholders outside of business rules
can result in users other than the requester submitting satisfaction scores.</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_nnz_opl_rc__table_poz_opl_rc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 9. </span>Satisfaction rating data object</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e2071" style="vertical-align:top;">Properties</th>
<th class="entry cell-norowborder" id="d51e2074" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2071" style="vertical-align:top;">{{satisfaction.survey_section}}</td>
<td class="entry cell-norowborder" headers="d51e2074" style="vertical-align:top;">A block of text in the CSAT email directing users to complete the CSAT
survey.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2071" style="vertical-align:top;">{{satisfaction.survey_url}}</td>
<td class="entry cell-norowborder" headers="d51e2074" style="vertical-align:top;">The URL for customers to rate their support experience.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2071" style="vertical-align:top;">{{satisfaction.rating_section}}<p class="p">(Legacy CSAT)</p>
</td>
<td class="entry cell-norowborder" headers="d51e2074" style="vertical-align:top;">A formatted block of text prompting the user to rate satisfaction.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2071" style="vertical-align:top;">{{satisfaction.rating_url}}<p class="p">(Legacy CSAT)</p>
</td>
<td class="entry cell-norowborder" headers="d51e2074" style="vertical-align:top;">A URL to rate the support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2071" style="vertical-align:top;">{{satisfaction.current_rating}}<p class="p">(Legacy CSAT)</p>
</td>
<td class="entry cell-norowborder" headers="d51e2074" style="vertical-align:top;">The text of the current satisfaction rating (e.g. "Good, I am
satisfied").</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2071" style="vertical-align:top;">{{satisfaction.positive_rating_url}}<p class="p">(Legacy CSAT)</p>
</td>
<td class="entry cell-norowborder" headers="d51e2074" style="vertical-align:top;">A URL to rate the support positively.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2071" style="vertical-align:top;">{{satisfaction.negative_rating_url}}<p class="p">(Legacy CSAT)</p>
</td>
<td class="entry cell-norowborder" headers="d51e2074" style="vertical-align:top;">A URL to rate the support negatively.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e2071" style="vertical-align:top;">{{satisfaction.current_comment}}<p class="p">(Legacy CSAT)</p>
</td>
<td class="entry cellrowborder" headers="d51e2074" style="vertical-align:top;">The comment that the user added when rating the ticket. </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_zj1_1w1_qbc">
<h2 class="title topictitle2" id="ariaid-title9">Custom object data</h2>
<div class="body">
<p class="p">On all Zendesk Suite plans and Support Enterprise plans, the following data properties are
available for custom objects. These placeholders are supported by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6294230624410" target="_blank">object triggers</a>.</p>
<p class="p">The standard custom object data includes the object's <em class="ph i">name</em>, <em class="ph i">ID</em>, and
<em class="ph i">external ID</em> values, which all custom objects have. These are a custom object's
standard fields. The variable custom object data is unique to each custom object and depends
on the custom fields created to define the object's
schema.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zj1_1w1_qbc__table_vpk_z43_2fc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 10. </span>Standard custom object data</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e2215" style="vertical-align:top;">Properties</th>
<th class="entry cell-norowborder" id="d51e2218" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2215" style="vertical-align:top;">{{custom_objects.<em class="ph i">&lt;object_key&gt;</em>.external_id}}</td>
<td class="entry cell-norowborder" headers="d51e2218" style="vertical-align:top;">The external ID of the custom object record.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2215" style="vertical-align:top;">{{custom_objects.<em class="ph i">&lt;object_key&gt;</em>.id}}</td>
<td class="entry cell-norowborder" headers="d51e2218" style="vertical-align:top;">The ID of the custom object record.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e2215" style="vertical-align:top;">{{custom_objects.<em class="ph i">&lt;object_key&gt;</em>.name}}</td>
<td class="entry cellrowborder" headers="d51e2218" style="vertical-align:top;">The name of the custom object record.</td>
</tr>
</tbody>
</table>
</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zj1_1w1_qbc__table_rnc_jw1_qbc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 11. </span>Variable custom object data</span></caption>
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e2279" style="vertical-align:top;">Properties</th>
<th class="entry cell-norowborder" id="d51e2282" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2279" style="vertical-align:top;">{{custom_objects.<em class="ph i">&lt;object_key&gt;</em>.custom_fields.<em class="ph i">&lt;field_key&gt;</em>}}</td>
<td class="entry cell-norowborder" headers="d51e2282" style="vertical-align:top;">The value of a custom object's field.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2279" style="vertical-align:top;">{{custom_objects.<em class="ph i">&lt;object_key&gt;</em>.custom_fields.<em class="ph i">&lt;field_key&gt;</em>.title}}</td>
<td class="entry cell-norowborder" headers="d51e2282" style="vertical-align:top;">The value of a drop-down field.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e2279" style="vertical-align:top;">{{custom_objects.<em class="ph i">&lt;object_key&gt;</em>.custom_fields.<em class="ph i">&lt;field_key&gt;</em>.id}}</td>
<td class="entry cell-norowborder" headers="d51e2282" style="vertical-align:top;">The ID of the target object in a lookup relationship field.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e2279" style="vertical-align:top;">{{custom_objects.<em class="ph i">&lt;object_key&gt;</em>.custom_fields.<em class="ph i">&lt;field_key&gt;</em>.name}}</td>
<td class="entry cellrowborder" headers="d51e2282" style="vertical-align:top;">The name of the lookup relationship field.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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