Smart iFrame lets you embed useful tools for your support representatives directly into the Zendesk Agent Workspace.

Getting Started

1. Specify the URL of the website to embed, such as https://mysite.com/ticket/{{ticket.id}}
2. Specify what height you want the embedded window to be (if not specified will default to 300px)

The next time you open up a ticket, you'll have access to the Smart iFrame app with an embedded iFrame. You can use Zendesk's workspace builder to place this app wherever you like!

NOTE: Not all websites allow themselves to be loaded within an iFrame.If the site is not loading in Smart iFrame, contact the site administrator or 3rd party provider to discuss. See our documentation for more info.

Dynamic URLs with Template Variables

Use {{double braces}} to embed Zendesk data directly in your URL. The app fetches the value at runtime and substitutes it before loading the iframe — including custom fields and identity fields.

Example: https://mysite.com/lookup?ticket={{ticket.id}}&email={{ticket.requester.email}}&phone={{ticket.requester.$phone-us}}

Template Variable Reference

Ticket

• {{ticket.id}} - Zendesk ticket ID
• {{ticket.subject}} - Ticket subject
• {{ticket.status}} - Ticket status
• {{ticket.priority}} - Ticket priority
• {{ticket.brand.id}} - Brand ID
• {{ticket.form.id}} - Ticket form ID
• {{ticket.customField:custom_field_<field_id>}} - Custom field value (replace <field_id> with the numeric field ID)

Requester (End-User)

• {{ticket.requester.id}} - Requester Zendesk user ID
• {{ticket.requester.email}} - Requester email address
• {{ticket.requester.externalId}} - Requester external ID
• {{ticket.requester.$phone}} - Requester phone number
• {{ticket.requester.$phone-us}} - Requester phone, US format (digits only)
• {{ticket.requester.$twitter}} - Requester Twitter/X handle
• {{ticket.requester.$facebook}} - Requester Facebook identity
• {{ticket.requester.$google}} - Requester Google identity

Assignee (Agent)

• {{ticket.assignee.user.id}} - Assignee user ID
• {{ticket.assignee.user.email}} - Assignee email address
• {{ticket.assignee.group.id}} - Assigned group ID

Current User (Agent Viewing the Ticket)

• {{currentUser.id}} - Current agent user ID
• {{currentUser.email}} - Current agent email address

Legacy Variables (backwards compatible — still work unchanged)

• {ticket_id}, {requester_id}, {requester_email}, {requester_external_id}, {assignee_id}, {assignee_email}, {current_user_id}, {current_user_email}

Learn More

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