Best Practice: Using RetentionX data as Placeholders in Zendesk

When you’re providing service to your customers, you want them to feel that they are being listened to by a real human, rather than simply receiving an auto-response. Placeholders in Zendesk are a great way to add dynamic content and personalize your pre-build email templates. An email that refers to the customer individually is an excellent way to retain the conversation's context and facilitates the personal relationship with your customer.

By default, you probably already use placeholders, e.g. to automatically address people by their first names by using {{ticket.requester.first_name}}. Thanks to the connection between your RetentionX and Zendesk account, you can add powerful insights as custom fields to your customers' profile - these fields can also be used as placeholders. To use a placeholder that is a custom field you need to determine the custom field’s unique key: {{user.custom_fields.<field_key>}}. This key is automatically created by Zendesk.

Placeholders are available to be used with email notifications (which are sent to customers automatically) when enabled, canned responses (which are manually inserted into ticket replies) and in pre-formatted reply templates in your automations.

Let's explore how to reconcile personalization and automation by using your RetentionX data as a placeholder in a macro:

1. Connect your Zendesk account to RetentionX and select all the fields to be transferred.
2. Log in to your Zendesk account.
3. Navigate to Workspaces > Macros.
4. Click Add macro.
5. Specify the macro by setting a name, description and availability.
6. Define the email template after selecting "Comment/description" as action type.
7. While configuring, you'll be able to use placeholders by clicking on View available placeholders.
   
   

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