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Question

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

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Answer

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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

Some examples would be:

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

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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 %>.

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Additional Info

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”.