We do have a lot of light agents and these are put on cc: on the ticket very often. When they receive a message out of Zendesk to their email account, the footer does contain some basic ticket information, like this (sorry in German):
We do have the requestor (Anfrangender) however what we would need is the Organization. Would anybody know if there is a way to change the fields populated and add the organization?
Thanks & best regards,
Patrizia
Hi Patrizia,
You can change this, with a bit of knowledge about placeholders. :-)
You can dive into what placeholders there are for organizations here: https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference#topic_qgz_opl_rc
When you've located the correct placeholder, you can add it to your trigger that sends out the text.
Let me know if you need any further help setting this up.
#helpsome regards,
Louise Dissing
Team Lead @ helphouse.io
Does adding a Placeholder put it in the body of the email, or does it add it to the footer? I wish to add something to the Footer of the trigger, not the body. Appreciate the help!
Hey Isabel,
If you're editing the trigger that sends the email notification then the changes would be made to the email body and not the footer. If you want to make any changes to the footer, you'll want to navigate to Admin>Channels>Email and edit the email template. More information here: Customizing templates for your email notifications
Let me know if you have any other questions.
Cheers!
Hi Brett,
Thanks for getting back to me. I have looked at that guide you linked to before reaching out, but it still leaves me confused because I do not understand what the "{{footer}}" includes in the email template. It says that the {{footer}} displays "ticket properties", but what properties? Is it the same for every Zendesk customer?
This is what ours looks like right now
| Ticket # | |
| Status | |
| Requester |
|
| CCs | - |
| Group | |
| Assignee | - |
| Priority | |
| Type | |
| Channel |
I want to add an extra line to look like this:
| Ticket # | |
| Status | |
| Requester |
|
| CCs | - |
| Group | |
| Assignee | - |
|
Priority Internal Deadline <---- I want to add this line |
|
| Type | |
| Channel |
|
The Email HTML code just lists the {{footer}}, but as mentioned, I am just wondering how to add a line item to the footer, not so much change the template that goes out to requesters. Am I correct to understand that footer properties still cannot be customized?
Hey Isabel,
You won't be able to add additional information to the footer placeholder itself. That's hard-coded into the system and cannot be altered. You're best option is to edit the email triggers and include the relevant placeholders as mentioned here: Using Placeholders
You then have the option to remove the footer placeholder from your email template so you're not duplicating any information.
Let me know if that doesn't make sense!
Our team provides support at the organization level, and it would be great to see the Organization included in the footer placeholder by default. Since this is an internal facing placeholder, it would make sense to share that information with our team. In particular, this is useful in CC emails where placeholders don't make sense to send to customers, but this information is valuable to internal teams for context.
When trying to find workarounds for locations the team could look for CC areas with organization data, we tried the iOS app which didn't have organizations listed from what we could tell, and the CC view on the agent profile doesn't include organization as a column either. It would be great to see the organization included in more places.
I also see a strong need to add the Organizer and the Due Date to the ticket properties in the footer.
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@Louise thanks for helping Patrizia out here :)
@Patrizia, as Louise mentioned, you can use placeholders to populate the organization for your light-agent. I believe the placeholder you'll want to use is ticket.organization.name.
Hope this helps!