When you’re providing service to your customers, you want them to feel that they are being listened to by a real human, rather than simply receiving an auto-response. Zendesk facilitates this personal relationship with your customer through Placeholders. If you’ve used Mail Merge before, you’ll find Placeholders work the same as Mail Merge fields.
Placeholders are used to automatically include the customer’s individual information for that ticket. This is data that is specific to that customer, and ties to their ticket request. Zendesk provides a full list of all of the Placeholders, but some commonly used Placeholders include:
- First Name
- Last Name
- Ticket Number
- Ticket Date
- The user’s language preference
If you’ve added Custom Fields to your Zendesk, these fields can also be used as Placeholders. To use a Placeholder that is a Custom Field you need to determine the Custom Field’s unique ID. This ID is automatically created by Zendesk for any Custom Ticket fields you create. If you create a Custom User or Custom Org field you get to enter a unique ID. Once this ID has been set it cannot be changed. Although the Placeholders for Custom Fields do not show in the list of available Placeholders, Zendesk provides directions to determine Placeholders names for your Custom Fields.