Zendesk Support placeholders are containers for dynamically generated ticket and user data. The format is a data reference contained within double curly brackets. Since you can also access ticket and user 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.
Frequently used placeholders
| Properties/placeholders | Description |
| ticket.requester.name | The user's full name |
| ticket.requester.email | The user's email address |
| ticket.requester.phone | The user's phone number |
| ticket.title | The ticket's subject |
| ticket.description | The ticket's first comment |
| ticket.organization.name | The organization name |
| ticket.ticket_field_<field ID number> | Property/placeholder format for custom fields. For example, {{ticket.ticket_field_123}}. See Placeholders for custom fields. |
| ticket.ticket_field_option_title_<field ID number> | Property/placeholder format for the option titles of a drop-down custom field. For example, {{ticket.ticket_field_option_title_456}}. See Placeholders for custom fields. |
Remember that the properties need to be between {{ and }}. The properties also work within our IF and regex helpers.
See here for a full list of possible placeholders