Help on Templates/Macros

[Polsy]

Hey guys,

My company is moving to SNOW from Zendesk.  I'm sad to see ZD go, as I knew the inner workings fairly well.  SNOW is a whole new ball game, it seems.

My department deal with thousands of tickets/cases per week.  As such, macro's (or templates in SNOW) are imperative to keep up.

I've been playing around with templates, and reviewed this forum, as well as others, but cannot find a "simple" answer to something that was very standard in Zendesk.

How can I populate customers names/user names in the templates?  I've gone down several 'gs.getUser' rabbit holes.  All to no avail.  I am not exposed to the backend, and cannot code/create script.  All I want to do is pre-populate some standard fields.  Surely there must be an easy way?

Appreciate any feedback you all have.

[Josh Gold]

Hi @Polsy , how did it go with the migration? If you prefer Zendesk and others prefer SN, would the company be open to splitting the amount of seats between the two? You can then sync Zendesk tickets to ServiceNow records with a no-code integration platform, like Unito. It's designed to let teams stay in the tools they prefer while still being able to collaborate with other departments in different tools. 

Basically, you set up a flow which connects records from a single table in ServiceNow to Zendesk and add rules to tell Unito which tickets to sync as well as which fields to include or not. It's all point-and-click, so there's no scripting or coding required. 

The average user sets up a flow in around 10-15 minutes. Once that's done, any time you create a ticket in Zendesk, it creates a synced record in ServiceNow (or vice versa!). Then, when someone makes a manual change in one tool, that change will appear in real-time in the other tool. 

Let me know if this is something you're still looking for and I can set up a demo for you!