Plan requirement
| Subscription | Any plan |
| Access | Admin |
A placeholder that resolved to nothing leaves a gap and sends the sentence anyway. Five causes, all quick to check.
Symptoms
- A message reading "Hello ," or "Your order is on its way".
- A blank line where information should be.
- It works on most tickets and not on some.
Resolution steps
1. The field is empty on that ticket
The commonest by far. Customers who only gave an email address have no name; a custom field nobody filled in has no value. Nothing is broken.
2. The wrong field ID
A custom field placeholder pointing at an ID that does not exist resolves to nothing, silently. Especially likely after copying a rule between a sandbox and production.
3. The field is not on the ticket's form
Nobody could fill it in, so it is empty.
4. A typo in the placeholder
Placeholder names are exact. A misspelling produces nothing rather than an error.
5. It is on a user or organisation that has no value
A placeholder for an organisation field is empty for every customer who is not in an organisation.
The permanent fix
Do not write sentences that require a value. Either phrase them so an empty value reads fine, or wrap them in a Liquid conditional so the sentence only appears when there is something to put in it.
The second is more work and it is what any customer-facing automated message deserves.
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