Wildcards

What are wildcards and how to use them to gain more flexibility in placeholders.

What are wildcards

Wildcards, or else you might call it Regex, are a way to define not only a direct text to be matched in Public reply, but also a pattern. This can save you from having to define big list of rules manually, and instead tell Ticket Guardian about a pattern of text that you wish to be found.

Imagine your organisation have placeholders in a single public response template. We only need a pattern to be able to catch those placeholders and have a piece of mind when sending our response. For example:

Hello ACME_USERNAME,
We understand that you have concerns about ACME_PRODUCT.
In order to get this resolved and have ACME_PRODUCT delivered to you by ACME_DATE,
please, provide us with:
- ACME_LIST_OF_DOCUMENTS

Thank you,
ACME_AGENT

First thing that you might want to do is to define all those placeholders in Ticket Guardian separarely. But we can see a pattern - there is "ACME_" prefix in front of all of them.

This means you can create only one rule (to rule them all) ACME_* .

This a Regex pattern, and what is important here, is that your pattern will match all text that has ACME_ as prefix, where * means find any character.

Recipes

1. Match all after text foo something: foo*

2. Match all before text foo *foo

3. Match only foo_one and foo_two but not foo_three or anything else: foo_(one|two)

More examples will follow.

Regular expressions

If you are feeling adventures and would like to try writing more advanced / different wildcards (which are regular expressions under the hood), here is a good starting point: MDN Regular expressions.