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Use Group Description placeholder in Trigger emails

  • December 14, 2020
  • 1 reply
  • 0 views
W

Is it possible to use a group's description (not name) in trigger/automation emails?  Although there isn't a placeholder in the placeholder reference guide, I tried using {{ticket.group.description}} just in case it was undocumented, but unfortunately no luck.

My use case is that we have 30+ groups, and some have a long name which needed to be abbreviated in the group name, but for the outbound customer emails I would prefer that it spells out the entire group name, which I have input into the group's description.

I'm using Zendesk Enterprise.  Perhaps this could turn into a feature request, but first I'd like to see if the community has any other suggestions.  

    1 reply

    ZZ55
    • ZZ55
    • December 21, 2020

    William

    That sounds like an excellent feature request. It sounds like the omission of the {{ticket.group.description}} placeholder is an oversight.

    There is a workaround, but it is not very good. You could use liquid markup to enter a long free text  description based on the {{ticket.group.name}}  Use a Case statement to check for each group and then enter your long  or user friendly name for each item. 

    {% case {ticket.group.name}​ %}

    {% when 'Support' %}

    The long name is support

    {% when 'Development' %}

    The long name is Development

    {% endcase %}

    If that sounds like a lot of work. You can do this once using Dynamic Content. Then include the dynamic content placeholder in your macros.

    {{dc.enter_group_long_name}}

     

     

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