With the smart replacements, you're able to use the Zendesk Placeholders to create your Shortcuts.
Where will these placeholders work?
- Name of the Shortcut
- URL field
- Post form fields
What Placeholders can I use
Remember these are only the most common used Placeholders for the Ticket Sidebar Location. For a full list on Ticket-, User- and Organisation Sidebar Shortcuts you will find the available placeholders here: full list of allowed Placeholders.
| Properties/placeholders | Description |
|---|---|
| ticket.requester.name | The requester's full name. |
| ticket.requester.first_name | The requester's first name. |
| ticket.requester.last_name | The requester's last name. |
| ticket.requester.email | The requester's email address. |
| ticket.requester.language | The requester's language preference. |
| ticket.requester.phone | The requester's telephone number. |
| ticket.requester.external_id | The requester's external ID (if one exists). Optional for accounts that have enabled enterprise single sign-on using JWT or SAML. |
| ticket.requester.id | The requester's ID. |
| ticket.requester.locale | The requester's locale (for example: en-US). |
| ticket.requester.organization... | See Organization data below. |
| ticket.requester.tags | Tags. |
| ticket.organization.id | The ID of the organization that the requester is assigned to. |
| ticket.organization.name | The name of the organization that the requester is assigned to. |
| ticket.subject | The subject of the ticket |