You can use placeholders in the template to automatically fill the data from the main ticket in the new side ticket form. The format is a data reference contained within double curly brackets, like {{ticket.requester.name}}.
User data
In the context of creating a side ticket, there are several different types of users. These include the following:
- ticket.requester, who is the person who requested the main ticket
- ticket.assignee, who is the agent assigned to the main ticket
- ticket.submitter, who is either the user who submitted the main ticket or the agent that opened the main ticket on behalf of the requester
- agent, who is the agent that creates a side ticket
| Placeholder | Description |
|---|---|
| user.name | The user's full name |
| user.first_name | The user's first name |
| user.last_name | The user's last name |
| user.email | The user's email address |
| user.language | The user's language preference. |
| user.phone | The user's telephone number |
| user.external_id | The user's external ID (if one exists). Optional for accounts that have enabled enterprise single sign-on using JWT or SAML |
| user.details | The user's details |
| user.notes | The user's notes |
| user.time_zone | The user's time zone |
| user.role | The user's role (Admin, Agent, or End-user) |
| user.extended_role | When using Support Enterprise agent roles, this returns the name of the agent's Enterprise role |
| user.id | The user's ID |
| user.locale | The user's locale (for example en-US) |
| user.signature | The agent's signature. Only agents have signatures |
| user.tags | List of user's tags |
| user.custom_fields. | Property/placeholder format for the value of a custom user field (except drop-down fields). For example, {{ticket.requester.custom_fields.my_custom_field}}. |
| user.active | false if the user has been deleted |
| user.alias | An alias is displayed to end users |
| user.chat_only | Whether the user is a chat-only agent |
| user.created_at | The time the user was created |
| user.custom_role_id | A custom role if the user is an agent on the Enterprise plan or above |
| user.default_group_id | The id of the user's default group |
| user.iana_time_zone | The time zone for the user |
| user.last_login_at | Last time the user signed in to Zendesk Support or made an API request using an API token or basic authentication |
| user.locale_id | The user's language identifier |
| user.moderator | Designates whether the user has forum moderation capabilities |
| user.only_private_comments | true if the user can only create private comments |
| user.organization_id | The id of the user's organization |
| user.report_csv | Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface. |
| user.restricted_agent | If the agent has any restrictions; false for admins and unrestricted agents, true for other agents |
| user.role_type | The user's role id. 0 for a custom agent, 1 for a light agent, 2 for a chat agent, 3 for a chat agent added to the Support account as a contributor (Chat Phase 4), 4 for an admin, and 5 for a billing admin |
| user.shared | If the user is shared from a different Zendesk Support instance. Ticket sharing accounts only |
| user.shared_agent | If the user is a shared agent from a different Zendesk Support instance. Ticket sharing accounts only |
| user.shared_phone_number | Whether the phone number is shared or not |
| user.suspended | If the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal |
| user.ticket_restriction | Specifies which tickets the user has access to. Possible values are: "organization", "groups", "assigned", "requested", null |
| user.two_factor_auth_enabled | If two-factor authentication is enabled |
| user.update_at | The time the user was last updated |
| user.url | The user's API URL |
| user.verified | Any of the user's identities is verified |
Organization data
Each type of user can be added to an organization. You can return data for each of these types of users:
- {{ticket.organization.name}}, which is the main ticket requester's organization
- {{ticket.requester.organization.name}}, which the same as {{ticket.organization.name}} (the requester)
- {{agent.organization.name}}, who is the agent currently creating the side ticket
- {{ticket.assignee.organization.name}}, who is the agent assigned to the main ticket
- {{ticket.submitter.organization.name}}, who is either the user who submitted the main ticket or the agent who opened the main ticket on behalf of the requester
| Placeholder | Description |
|---|---|
| user.organization.id | The ID of the organization that the user is assigned to |
| user.organization.name | The name of the organization that the user is assigned to |
| user.organization.is_shared_comments | True or False. Indicates if the organization allows users to add comments to other user's tickets. |
| user.organization.is_shared | True or False. Indicates if the organization is a shared organization. |
| user.organization.custom_fields. | Custom fields value for this organization |
| user.organization.details | Details about the organization |
| user.organization.domain_names | An array of domain names associated with this organization |
| user.organization.external_id | A unique external id to associate organizations to an external record. The id is case-insensitive. For example, "company1" and "Company1" are considered the same |
| user.organization.notes | Notes about the organization |
| user.organization.tags | List of organization's tags |
| user.organization.updated_at | The time of the last update of the organization |
| user.organization.created_at | The time the organization was created |
| user.organization.group_id | New tickets from users in this organization are automatically put in this group |
| user.organization.url | The API url of this organization |
Ticket data
Zendesk Support tickets contain the following data properties.
| Placeholder | Description |
|---|---|
| ticket.brand.name | The ticket's assigned brand name |
| ticket.cc_names | Returns the names of CCs on the ticket |
| ticket.created_at_with_time | Date and time the ticket was created. For example, February 10, 14:29 |
| ticket.created_at | Date the ticket was created (for example, May 18, 2014) |
| ticket.description | The ticket description (the first comment), the agent's name, and the comment date |
| ticket.due_date_with_timestamp | The ticket due date (relevant for tickets of type Task) is expressed as an iso8601 format date/time. Example: 2013-12-12T05:35+0100 which translates to December 12th, 2013 at 06:35am UTC+1 |
| ticket.due_date | The ticket due date (relevant for tickets of type Task). The format is: May-18 |
| ticket.external_id | The external ticket ID (if one exists) |
| ticket.ticket.url | |
| ticket.ticket_field_ | Property/placeholder format for custom fields. For example, {{ticket.ticket_field_123}} |
| ticket.ticket_type | Ticket type (Question, Incident, Problem, Task) |
| ticket.ticket_form | Form name for end-users |
| ticket.title | The ticket subject |
| ticket.updated_at_with_time | Time and date the ticket was last updated. For example, February 10, 14:29 |
| ticket.updated_at | Date the ticket was last updated (for example, May18) |
| ticket.via | The source type of the ticket (Web form, Mail, Twitter, etc.) |
| ticket.verbatim_description | The plain text value of the ticket description (the first comment) |
| ticket.id | The ticket ID |
| ticket.status | The ticket status (New, Open, Pending, Solved, Closed) |
| ticket.tags | All the tags are attached to the ticket |
| ticket.allow_attachments | Permission for agents to add attachments to a comment. Defaults to true |
| ticket.allow_channelback | Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket |
| ticket.brand_id | Enterprise only. The id of the brand the ticket is associated with |
| ticket.follower_ids | The ids of agents currently following the ticket |
| ticket.followup_ids | The ids of the follow-ups created from this ticket. Ids are only visible once the ticket is closed |
| ticket.forum_topic_id | The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated |
| ticket.group_id | The group ID this ticket is assigned to |
| ticket.has_incidents | Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false |
| ticket.is_public | Is true if any comments are public, false otherwise |
| ticket.organization_id | The organization of the requester. You can only specify the ID of an organization associated with the requester |
| ticket.priority | The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low" |
| ticket.problem_id | For tickets of type "incident", the ID of the problem the incident is linked to |
| ticket.recipient | The original recipient's e-mail address of the ticket. Notification emails for the ticket are sent from this address |
| ticket.requester_id | The user ID who requested this ticket |
| ticket.submitter_id | The user ID who submitted the ticket. The submitter always becomes the author of the first comment on the ticket |
|
ticket.ticket_form_id |
Enterprise only. The id of the ticket form to render for the ticket |
|
ticket.comments_formatted |
All comments of the main ticket (internal also included) |
|
ticket.public_comments_formatted |
All public comments on the main ticket |
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