How to make a macro that will change depending on how the ticket arrived: email or WhatsApp? | Community
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How to make a macro that will change depending on how the ticket arrived: email or WhatsApp?

  • February 9, 2024
  • 2 replies
  • 0 views
Ivan27

Hi there!

I have an active template that I use to work with brands. The answer in the macro varies depending on the brand.

Please help me make a macro in which the content will change depending on where the macro came from: email or WhatsApp.

Answer header:
{% case ticket.via %}
{% when 'mail' %}
Hi {{ticket.requester.first_name}},
{% else %}
Hi {{ticket.requester.first_name}}, it's {{ticket.assignee.first_name}}, Customer Support Manager here
{% endcase %}

Unfortunately, the code only works after "else". Please help me find the error and fix it๐Ÿ™

    2 replies

    Brandon12
    • Brandon12
    • February 15, 2024

    Hey @Ivan Zabirov

    Try this code instead:

    {% case ticket.via.channel %}
    {% when 'email' %}
    Hi {{ticket.requester.first_name}},
    {% else %}
    Hi {{ticket.requester.first_name}}, it's {{ticket.assignee.first_name}}, Customer Support Manager here
    {% endcase %}

    Brandon

    Antonio17
    • Antonio17
    • February 15, 2024
    Hi Ivan,
    it seems like Brandon shared an important adjustment to your loop. Try to use 'email' instead, as the channel's name should be that one.
     
    Best,
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