Question
What variables for Zendesk requester or assignee fields are available, and how do I use those variables?Answer
Default Fields
You can use any field on the requester or assignee object by manually entering the variable like<%= zendesk.requester.FIELD %> or <%= zendesk.assignee.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 %>Assignee Name:
<%= zendesk.assignee.name %>Assignee Email:
<%= zendesk.assignee.email %>
Custom Fields
Due to the nature of custom fields for users, we cannot populate them into our variable picker. The variables are generated in the format of<%= zendesk.object.user_fields.key_name %>. You can replace “object” with either “requester” or “assignee” and “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
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 %> or <%= zendesk_assignee.user_fields.key_name %>. Note the use of an underscore instead of a space between “zendesk” and “requester”.