Is it possible to create a placeholder in Zendesk that includes the body of messaging conversations?
We have thousands of messaging tickets and collaborate with various departments using Slack by receiving Zendesk tickets through webhooks. However, despite our efforts to include the body of messaging conversations ({{ticket.latest_comment}} was not useful), we are unable to receive them in Slack. As a result, we have to access Zendesk every time to check thousands of tickets, which is very inefficient and can have a negative impact on our business.
Can you please provide a solution for this?
As it turns out, creating placeholder is not a supported feature. In addition, all the comment data placeholders are discussed in Zendesk Support placeholders reference and it does not include Messaging transcript.
This can be a feature request. As more more users get visibility and votes on the idea it will drive demand for that feature.