Another use case for using really empty placeholders to further personalise communication:
We have a text object “greetings_to” and synchronise it via API with a localised string that refers to the customer’s place of residence if known, e.g. “to Mbarara”.
With this we could add in the signature:
Greetings #{ticket.user.greetings_to}
Result would be:
Greetings to Mbarara
If greetings_to is not set that should be the result:
Greetings
Since Zammad outputs a minus sign instead of empty placeholders, but the result is:
Greetings -