If.. then.. else – Sparkly

If you are on this page, then you're probably familiar with if-this-then-that or any other if.. then... else.. logic. In Shortcuts you can use this too. Shortcuts use the popular HandlebarsJS to configure more complex URLs and names. We've also added the isEqual comparison, so you can have the Shortcut check against ticket fields (and other placeholders).

You can use any of the available Zendesk Placeholders in the name, URL, and POST Forms fields.

Here are some examples of how you can use it.

Example: Open Stripe order or search for the email address

Scenario

If the order number is known in Zendesk, open the Stripe Order page
Else search for requester's email address in Stripe

https://dashboard.stripe.com{{#if ticket.organization.external_id}}/customers/{{ticket.organization.external_id}}{{else}}/search?query={{ticket.requester.email}}{{/if}}

Example: Search for the phone number or email address in Stripe

Scenario

If the phone number exists in Zendesk, search in Stripe
Else search for requester's email address in Stripe

https://dashboard.stripe.com/search?query={{#if ticket.requester.phone}}{{ticket.requester.phone}}{{else}}{{ticket.requester.email}}{{/if}}{{/if}}

Example: Search different sites depending on custom field

Scenario

If country field (custom field) is UK, open UK webshop
If country field (custom field) is US, open US webshop

{{#if (isEqual ticket.ticket_field_option_title_1900004530213 "UK") }}https://duckduckgo.co.uk{{/if}}
{{#if (isEqual ticket.ticket_field_option_title_1900004530213 "US") }}https://duckduckgo.com{{/if}}