Placeholders in Zendesk are short text codes that automatically pull information from tickets, users, or organizations, for example, a customer’s name, ticket ID, or agent signature. They’re useful for personalizing automated messages, macros, and email campaigns without needing to fill in details manually.
When sending mass emails, placeholders can make every message feel personal and relevant. In the Proactive Campaigns app, you can use Zendesk placeholders directly in the subject line and email body. The app replaces them with real data when the campaign is sent, so each recipient gets a customized message.
Here’s a simple example:
And here’s how it appears to your customers when they receive the email:
Zendesk placeholders are fully supported in Proactive Campaigns, meaning you can use the same syntax and structure as in Zendesk Support. This makes it easy to stay consistent with your existing workflows while sending personalized bulk emails.