Question

What variables for Zendesk requester fields are available, and how do I use those variables?

Answer

Default Fields

You can use any field on the requester object by manually entering the variable like <%= zendesk.requester.FIELD %> (you will need to replace the "FIELD" with the field name. The list of default fields and their names is available here: https://developer.zendesk.com/api-reference/ticketing/users/users/#json-format

Some examples would be:

Requester Name: <%= zendesk.requester.name %>
Requester Email: <%= zendesk.requester.email %>

Custom Fields

Due to the nature of custom fields for the requester, we cannot populate them into our variable picker. The variables are generated in the format of <%= zendesk.requester.user_fields.key_name %>. You can replace "key_name" with the values that appear in the People -> Configuration -> User Fields page under "Field key".

In the below example, if I wanted to populate a variable for the "SFDC Contact ID" field, I'd enter the variable as <%= zendesk.requester.user_fields.sfdc_contact_id %>.

Additional Info

We've seen some reports where copying and pasting from this article causes the variable to not render as expected. If pasting into a rich text field in a step, you should paste without formatting.

With some steps, the format will need to be slightly different. Our team is aware of this and we are working to update steps on a case by case basis. The older format will be like <%= zendesk_requester.user_fields.key_name %>. Note the use of an underscore instead of a space between "zendesk" and "requester".