How to Use Placeholders for Macros, Triggers and Custom Fields
Want to personalize Zendesk tickets while saving time? Zendesk placeholders let you automate repetitive tasks and create dynamic messages across macros, triggers, and custom fields.
In this tutorial, you'll learn how to:
- Use placeholders to auto-fill ticket data like agent and requester names
- Speed up replies by adding Liquid placeholders in Zendesk macros
- Customize Zendesk triggers with placeholders for tools like Proactive Campaigns
- Insert placeholder shortcodes to pull data from custom fields (like tracking numbers)
- Format smart responses without sharing unwanted metadata
💡 Tip: Using the right placeholders can reduce agent workload, maintain consistency, and deliver a more personal customer experience.
Ideal for Zendesk admins and support teams looking to streamline communication.
