Forum Discussion

Inactive User's avatar
Inactive User
5 years ago

Communty Text - Users email textkey?

We use the Mod Tools > Escalation feature to route topics to our ticketing system via email. When a topic is escalated, a banner is shown in the topic so other staff members are aware.

Right now the banner displays: 

This topic was routed to Zendesk on 11-15-2019 05:30 PM by andrew



Within Studio > Community Text (escalation.message-status.summary) looks like this: 

This topic was routed to Zendesk on {2} by {3}

How I can show the users' email address - the user who escalated the thread?

Showing the email address beside the user id would be very useful for us.

Thanks! 

  • AndrewF's avatar
    AndrewF
    Khoros Oracle
    5 years ago

    Looks like we support {0} through {3}, which correspond to:

    • target — something like "Zendesk" or "MicrosoftDynamics"
    • resultId — ID of the escalation
    • escalationDate
    • agentLogin

    The default key uses them all:

     

    # Details												= This topic was escalated to [CRM System Id] [number] on [date] by [user].
escalation.message-status.summary						= This ${general.thread} was escalated to {0} {1} on {2} by {3}.

     

    For now, we can't support the email address.