Using Placeholder to Populate Ticket Fields (not just email subject and body) | Community
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Using Placeholder to Populate Ticket Fields (not just email subject and body)

  • April 6, 2022
  • 1 reply
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Bennett11

It would be very beneficial if we could use placeholders in trigger actions for populating ticket fields. Currently, it seems you can only use placeholders in Email Subject, Email Body and the commands for webhooks and targets. We realize you can use webhooks as a workaround to populate ticket fields with placeholders, but in certain situations that causes issues with our API rate limit. 

We have a couple use cases for this and would be a tremendous help if this feature were available. 

      1 reply

      Tipene
      • Tipene
      • April 7, 2022
      Hey Bennett,
       
      Thanks for reaching out!
       
      Yes, your observations around placeholders and ticket fields are correct. The workaround to that would generally be using webhooks and the appropriate API but as you mention, that can cause issues in certain circumstances. 
       
      I'd suggest posting this to our Feedback channel using the Feedback template. This way, our product teams will have visibility and other users will be able to upvote and share similar use cases where this change may be beneficial. 
       
      Let me know if you have any questions!
       
      Tipene
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