Placeholders in Zendesk (also known as merge tags) are used to automatically insert dynamic content into your messages, such as the requester’s name, ticket ID, or email address. They help personalize communication at scale and are especially useful for bulk email campaigns.
However, even a small mistake like a typo (e.g. {{user.first_nam}}), an incorrect field, or a missing bracket can cause the placeholder to break. This results in emails that look unprofessional or confusing to the customer.
To help prevent these issues, we’ve added placeholder validation to the Proactive Campaigns app for Zendesk.
When composing an email for your campaign, placeholders are now checked automatically:
- Valid placeholders are highlighted in blue
- Invalid placeholders are highlighted in red, accompanied by a tooltip that explains the issue
This update is designed to reduce manual errors, eliminate the need for repeated test sends, and ensure your communications maintain a professional standard.