Placeholders for calendar subject, description and where mappings

In the Calendar's settings, you can modify the default subject, description and location of an event.While the subject line will be seen on the calendar event in Zendesk, the description and location will only be used if you have your calendar integrated with Google Calendar or Office 365. This information will then always be set for every calendar event that you create. Note that these fields can be overridden on an individual event.

To open the settings screen, as an admin, go to the Calendar view in the left-hand bar and got to the 'Settings' tab.

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Then in settings you will see fields where you can pre-populate the details of a calendar event like this:

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Apart from typing any text, you can use double curly braces {{ }} to have details automatically pulled in from the ticket when the event is updated. Here arethe fields currently supported:

Ticket fields

  • ticket.id
  • ticket.title
  • ticket.link
  • ticket.description
  • ticket.priority
  • ticket.status
  • ticket.ticket_field_(id)
  • ticket.ticket_field_option_title_(id)
  • ticket.assignee.user.email
  • ticket.assignee.user.name
  • ticket.assignee.user.custom_fields.(name)
  • ticket.assignee.group.name
  • ticket.assignee.group.custom_fields.(name)
  • ticket.requester.email
  • ticket.requester.name
  • ticket.requester.phone
  • ticket.requester.details
  • ticket.requester.custom_fields.(name)
  • ticket.submitter.email
  • ticket.submitter.name
  • ticket.submitter.custom_fields.(name)
  • ticket.organization.name
  • ticket.organization.custom_fields.(name)

Remember to enclose each placeholder in double curly brackets: {{placeholder}}.

If a placeholder is invalid or not applicable, it will be removed from the final mapped value.

Where regular brackets () have been used like in this placeholder: ticket.ticket_field_(id), you'll need to replace both the regular brackets and their contents with what they're asking for. For example, the placeholder actually used would look like this: {{ticket.ticket_field_32224158}} 

If you have any problem or questions about setting this up, please feel free to contact support@sweethawk.co.

 

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