Zendesk Admin Exam Prep: Section 5
Additional Features (18%) Questions With
Solutions
Changing the appearance of HTML emails The placeholders supply most of the content to
the email:
{{content}} is required and should not be deleted
{{delimiter}} is only required if you are using the email delimiter in notifications
{{styles}} and {{attributes}} are for future use and are sometimes used by the system to inject
styles and attributes to support Right-to-Left locales
{{footer}} is optional
No other placeholder can be used in the template!
Understanding the system placeholders
, Zendesk Admin Exam Prep: Section 5
Additional Features (18%) Questions With
Solutions
Most of the content in notification emails is generated dynamically by the Zendesk system. The
dynamically generated content is represented by placeholders in the email templates. The
placeholders are enclosed in double curly quotes, such as {{footer}}.
The placeholders insert delimiter text, the email contents, and a footer.
{{delimiter}}Displays the line "##- Please type your reply above this line -##". The
delimiter is used by the system to separate old content from new. When a person replies to an
email, the new content in the reply is added to the ticket as a comment. This placeholder is
required in the HTML template if you are using the email delimiter. See Customizing the
delimiter text in emails.
{{content}}Displays the email content, which can include ticket comments and user profile
photos. The content is defined in the trigger, automation, or anything else that sends email from
your account. See Creating and managing triggers for ticket updates and notifications.
{{quoted_content}}Optional. Displays the message history. The quoted content is usually
collapsed in the user's email application, but the user can expand it. In Gmail, for example, the
user clicks the ellipsis (...). See Understanding simplified email threading.
Additional Features (18%) Questions With
Solutions
Changing the appearance of HTML emails The placeholders supply most of the content to
the email:
{{content}} is required and should not be deleted
{{delimiter}} is only required if you are using the email delimiter in notifications
{{styles}} and {{attributes}} are for future use and are sometimes used by the system to inject
styles and attributes to support Right-to-Left locales
{{footer}} is optional
No other placeholder can be used in the template!
Understanding the system placeholders
, Zendesk Admin Exam Prep: Section 5
Additional Features (18%) Questions With
Solutions
Most of the content in notification emails is generated dynamically by the Zendesk system. The
dynamically generated content is represented by placeholders in the email templates. The
placeholders are enclosed in double curly quotes, such as {{footer}}.
The placeholders insert delimiter text, the email contents, and a footer.
{{delimiter}}Displays the line "##- Please type your reply above this line -##". The
delimiter is used by the system to separate old content from new. When a person replies to an
email, the new content in the reply is added to the ticket as a comment. This placeholder is
required in the HTML template if you are using the email delimiter. See Customizing the
delimiter text in emails.
{{content}}Displays the email content, which can include ticket comments and user profile
photos. The content is defined in the trigger, automation, or anything else that sends email from
your account. See Creating and managing triggers for ticket updates and notifications.
{{quoted_content}}Optional. Displays the message history. The quoted content is usually
collapsed in the user's email application, but the user can expand it. In Gmail, for example, the
user clicks the ellipsis (...). See Understanding simplified email threading.
