I've got some webhooks that call internal APIs with some data, including the ticket status. But the problem is that the `{{ticket.status}}` placeholder in a webhook on a ticket from someone in another locale will be translated, breaking any enums of the ticket status.
I don't want the translated status, but all the status options are being translated - is there any way to get the untranslated status in a placeholder?
Thank you for your question.
Currently, the
{{ticket.status}}placeholder in webhooks returns the ticket status translated based on the requester’s locale, which can cause issues when you need the untranslated enum value for API or internal processing.At this time, there isn’t a built-in placeholder to retrieve the untranslated ticket status directly in a webhook. As a workaround, some customers implement custom fields to store the status value in a fixed, untranslated format and reference that in their webhook payloads instead.
I recommend exploring this approach if consistent, untranslated status values are necessary for your integrations.
I hope that helps!