Forums/Documentation/Agent Guide

Using macros to update tickets and chat sessions

Anton de Young
posted this on April 07, 2011 08:45

A simple and effective way to streamline your workflow is to create macros for support requests that can be answered with a single, standard response. This saves you the time and effort of crafting a separate response to each customer that has the same issue.

Macros can be created from scratch or based on existing tickets. Macros contain actions, which can be updates to ticket properties, ticket comments, or chat sessions. Macros can be applied manually to tickets or chat sessions by agents. 
Note: Chat macros are available for Regular, Plus, and Enterprise.

There are two types of macros: personal macros (created by an agent or administrator for their own use) and shared macros (created by an administrator for everyone's use). A personal macro is only visible to and can only be used or modified by the agent or administrator who created it. Administrators can create shared macros and also modify all shared macros, regardless of who created them.

Macros can also be organized into categories to help the support staff quickly locate and apply them. For more information, see Organizing your macros.

Zendesk macros to get you started

Zendesk provides a number of macros to get you started.

  • Close and redirect to topics

    This sets the ticket status to closed if it is an incident of a known problem, informs the requester via a comment that the ticket has been closed and recommends that they visit the forums for more information about the incident.

  • Customer not responding

    This is a reminder that can be sent to the requester if they have not responded to a request for more information on a pending ticket.

  • Downgrade and inform

    This tells the requester that the priority of their request has been downgraded to low and that there may be some delay in resolving their request.

  • Take it!

    This macro is a shortcut for agents to assign a new request to themselves.

These macros can be used as is or edited or cloned so that you can modify and repurpose them as needed.

Applying macros to tickets and chat sessions

You can manually apply macros to tickets and chat sessions. You can apply more than one macro to a ticket or chat. Keep in mind that what one macro does can easily be undone by another macro.

So why would you apply more than one macro? A typical use case is a ticket that contains more than one question or issue, let's say two in this example. You might have set up two macros that both insert a comment into a ticket to answer each issue separately. By applying each macro to the ticket you add two comments and address both issues in a single response.

To apply a macro

  1. In a ticket or active chat session, click Apply macro in bottom toolbar.
    Zendesk Classic: Click the Apply Macro link.
  2. Search for or select a macro from your list of macros.

    Note: Macros can be set up for a specific channel, Web (tickets) or Chat, or for All channels. If you select a macro that is not enabled for your channel, it will not be applied. Unless your admin included the channel in the macro title, there is no indication in the macro list as to which macros are available for which channels.

    The actions defined in the macro will be applied. If the macro updated the ticket comment or chat session, you can edit the text before submitting the ticket or sending the chat.

  3. To apply another macro, click Apply macro again and select another macro.

Applying macros to tickets in a view

Just as you can make bulk updates to many tickets at once, you can also apply a macro to more than one ticket using your views. See Bulk updating, deleting, and merging tickets.

Creating macros for tickets

Unlike triggers and automations, macros only contain actions, not conditions. Conditions aren't used because nothing is automatically evaluating tickets to determine if a macro should be applied. Agents evaluate tickets and apply macros manually as needed.

Remember, there are two types of macros: personal and shared. Agents can only create personal macros, for their own use.

Note: You can create a macro from an existing ticket. For information, see Creating macros from existing tickets.

Creating personal macros for tickets (agents)

Although only administrators can create the macros that are shared by all the agents in your Zendesk, agents can create macros only for their own use.

To create a personal macro for tickets

  1. Click the Admin icon (), then select Macros.
    Zendesk Classic: Select Manage > Macros.
  2. Select the Personal tab, then click Add macro.
  3. Enter the title and add actions for your macro (described below in Building macro action statements).
  4. Click Create Macro.

Your personal macros are added to the list of available macros.

Creating personal or shared macros for tickets (administrators)

Administrators create macros that are shared by all agents in the Zendesk or macros that are shared by only agents in a specific group. Administrators can also create personal macros for their own use.

To create a personal or shared macro for tickets

  1. Click the Admin icon (), then select Macros.
    Zendesk Classic: Select Manage > Macros.
  2. Click Add macro.
  3. Enter the title and add actions for your macro (described below in Building macro action statements).
  4. Set the macro's availability.

    There are two types of shared macros: all agents in your Zendesk and only those agents in a specific group. Like agents, administrators can create personal macros as well.

  5. Click Create Macro.

Building macro action statements

Using macros you can set ticket properties, add or modify tags, and add comments.
Table 1. Actions
ActionsDescription
Ticket: Set subject You can use this action to replace the ticket's current subject.
Ticket: Status

The ticket status can be set to the following:

Open indicates that the ticket has been assigned to an agent.

Pending indicates that the requester has been asked for information and the ticket is therefore is on hold until that information has been received.

On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (see Adding the On-hold ticket status to your Zendesk in the Zendesk Administrator Guide).

Solved indicates that the customer's issue has been resolved. Tickets remain solved until they are closed.
Ticket: Form Your ticket forms are available as actions. Select a specific form.

See Creating ticket forms to support multiple request types (Enterprise).

Ticket: Priority The priority can be set to Low, Normal, High or Urgent.
Ticket: Type

The type can be set to the following:

Question

Incident indicates that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket.

Problem is a support issue that needs to be resolved.

Task is used by the support agents to track various tasks.

Note: It's currently not possible to link incident tickets to problem tickets or set task due dates using the task action in macros.
Ticket: Group

You can set groups to any of the following:

(—) is used to unassign a group (if one has already been assigned)

(current user’s groups) is all the groups to which the agent who is updating the ticket belongs.

Group name is the actual name of the group that is assigned to the ticket.
Ticket: Assignee

You can set assignee to any of the following:

(—) is used to set assignee to no one (unassigned)

(current user) is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated.

Assignee name is the actual name of the person assigned to the ticket.
Ticket: Satisfaction Offered to requester.
Ticket: Set tags The tags you want to insert into the ticket. The set tag action replaces the current tags. Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales).
Ticket: Add tags The tags you want to add to the existing list of tags (if any). Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales).
Ticket: Remove tags The tags that you want removed from the existing list of tags contained in the ticket (if any). Tags must be separated with spaces.
Ticket: Comment/description The text of ticket comment and email notification or chat session.

The channel can be set to the following:

All for tickets and chat

Web for tickets

Chat for chat sessions

Ticket: Comment mode Public or Private. Only agents can view private comments.
Ticket: Custom fields Custom fields that set tags (drop-down list and checkbox) are available as actions. You can select the drop-down list values and Yes or No for checkboxes.

Creating macros for chat sessions

Unlike triggers and automations, macros only contain actions, not conditions. Conditions aren't used because nothing is automatically evaluating chat sessions to determine if a macro should be applied. Agents apply macros manually as needed.

Remember, there are two types of macros: personal and shared. Agents can only create personal macros, for their own use.

Note: Chat macros are available for Regular, Plus, and Enterprise.

Creating personal macros for chat (agents)

Although only administrators can create the macros that are shared by all the agents in your Zendesk, agents can create macros only for their own use.

To create a personal macro for chat

  1. Click the Admin icon (), then select Macros.
    Zendesk Classic: Select Manage > Macros.
  2. Select the Personal tab, then click Add macro.
  3. Enter the title.
  4. Add the action Ticket: Comment/description, then select Channel: Chat.

    This sets the action for the chat session. You can select Channel: All if you want this macro to be available for both tickets and chat.

  5. Click Create Macro.

Your personal macros are added to the list of available macros.

Creating personal or shared macros for chat (administrators)

Administrators create macros that are shared by all agents in the Zendesk or macros that are shared by only agents in a specific group. Administrators can also create personal macros for their own use.

To create a personal or shared macro for chat

  1. Click the Admin icon (), then select Macros.
    Zendesk Classic: Select Manage > Macros.
  2. Click Add macro.
  3. Enter the title.
  4. Add the action Ticket: Comment/description, then select Channel: Chat.

    This sets the action for the chat session. You can select Channel: All if you want this macro to be available for both tickets and chat sessions.

  5. Set the macro's availability.

    There are two types of shared macros: all agents in your Zendesk and only those agents in a specific group. Like agents, administrators can create personal macros as well.

  6. Click Create Macro.

Editing and cloning macros

You can edit and clone macros. Cloning a macro creates a copy that you can modify and repurpose. Agents can only edit and clone their personal macros. Administrators can edit and clone their personal macros and all shared macros.

To edit a macro
  1. Click the Admin icon () in the sidebar, then select Macros.
    Zendesk Classic: Select Manage > Macros.
  2. Locate the macro you want to edit and click Edit.
  3. Modify the title and actions as needed.
  4. Click Update Macro.
To clone a macro
  1. Click the Admin icon () in the sidebar, then select Macros.
    Zendesk Classic: Select Manage > Macros.
  2. Locate the macro you want to clone and click Clone. This command appears when you move your mouse over a macro in the list.
  3. Enter a new title for your macro and modify the actions as needed.
  4. Click Create Macro.
 

Comments

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Justin Ruffell-Ward

Nice guide! Thanks.

It's just a shame Non Admin Agents can't Share macros with other Agents. Currently I have to give my agents too many permissions in order to do this, or get them to email me all the macros they want to add. Another permission level option to allow agents to share their macros with others would be useful.  If others would find this useful you can add your support here:https://support.zendesk.com/entries/192432-let-non-admin-agents-cre...

April 14, 2011 04:50
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Andrew J
BizStudio NZ

How about adding a similar function to the macro management page?  It fine to be able to organise it in the ticket view (nice in fact), but once you have your 80+ macros tidily in there... the management page is ... well... un-manageable!

June 14, 2011 13:00
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Dylan Verheul
How about a macro that converts a ticket to a forum question? Currently, macros cannot active the "Update and save to forum" action.
August 17, 2011 02:50
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Wendy

I would like to be able to add a subject to the macros - we do a lot of manual reaching out to individual members and there are 32 macros that need subjects. 

September 15, 2011 17:25
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Joy Carletti
Zendesk

@Justin - Thanks for adding the feature request! 

@Andrew - On the Plus+ and Enterprise plans, there is a search functionality for your macros. 

@Dylan - Because the "Update and save to forum" action requires a lot of decision making on the part of the person taking the action - whether to edit the ticket/forum post for any private information, whether to change the title to something more appropriate for a forum, choosing what forum a ticket belongs in, choosing who the ticket requester should be (agent/requester) etc. - this is not something that we are going to be able to put in a macro.

@Wendy - Can you clarify what you mean by "subject"? Every macro has a title, which should cover your subject. You can actually nest macros in the same way that you can ticket fields, so if you have ten macros on the subject of billing, you can start all of those macros with the word Billing, then two colons, then the title of your current macro. (So it would look like Billing::How do I enter credit card information?) If you want more information on this, there is an article and video tutorial available at https://support.zendesk.com/entries/20322551-tip-of-the-week-nestin....

September 16, 2011 08:34
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Wendy

Hi Joy,

Thanks for your response! Sorry I wasn't clear as to what context. We create a lot of new outbound emails to that require the use of a macro (not automated in our site yet). I would like the option of adding an email subject to the macro so that the "subject" is autopopulated when I pull up a macro on a new outbound email. I hope that's a little clearer. :)

September 16, 2011 08:41
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Bill McCart

Can macros created by agents be "converted" to admin macros? That would be nice and I wouldn't have to recreate from scratch the agent macros we want to share.

December 15, 2011 08:58
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Jill Kaselitz
Zendesk

@Billmccart While there's currently no option to convert personal agent macros to admin macros, this has already been suggested in our Feature Request forum.  You can post your feedback and vote up this request at https://support.zendesk.com/entries/277244-allow-agents-to-create-m...  In the meantime, you could temporarily boost this agent to an admin to allow them to make their macros visible to all agents. Please feel free to email us at support@zendesk.com if you have any questions. 

December 15, 2011 11:55
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Ibai

Is it possible to trigger macros with either Trigger or automations? I'm looking for a way to update the ticket (i.e. add a follow up) without a human interaction and it doesn't seem to be possible.

February 29, 2012 14:16
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Rodney Keener
gilt

To apply a macro to more than one ticket at a time, It would be amazing if you were able to apply a Macro to multiple tickets and before solving the ticket have a draft mode for your response.  This would allow for sharing the same information on multiple tickets with the ability to customize each ticket before sending.  

March 23, 2012 04:13
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Donna Weeden
Zendesk

Macros work well with automations.  Create your automation with appropriate conditions and then select "Apply Macro" as your action.  This works well to apply a macro to multiple tickets at once if they meet a set of conditions.  (ex. xyz server goes down and you want to apply a macro response to all tickets created in the last 4 hours that has a "xyz_server_down" tag)

May 09, 2012 13:51
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Marc Roth

Can some of you (ones who are propoents of doing it) provide a good case scenario for why an agent should ever use a Macro change a ticket's subject?

IDK - to me it seems like A. that's what tags are for. B. it changes the integrity of the ticket, much as changing every headline in the New York times to be the same which would render the headline moot and in normalization theory render the field wasted memory.

I'm looking for a best practices understanding here so that I can offer the very best consulting services to my clients who use ZenDesk. Right now I would say that categories and tags are where you sort and paraphrase and argue profusely that the subject is sacred as it sets the thesis for a customers request.

May 28, 2012 00:56
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Marc Roth

Use a Macro to change a ticket's subject.

May 28, 2012 00:56
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Andrew J
BizStudio NZ

Marc - I don't use macros to change subjects, however I could see a reason to... we get some very strange subjects.. including people trying to give the entire issue in the subject line :-D

SUBJECT: "Please can you log in to my machine and fix my email issue as I have talked to my serivce provider and they say there is no issue from there end and it must be an outlook issue.  I need this done really fast etc... etc..."

Shows as "Please can you log in to my machine and fix my..."

Description " As above"

Does that explain anything?... not all our users are structured and IT savvy

 

 

May 28, 2012 13:30
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Marc Roth

Andre, I can see that. Let's go Devil's advocate here.

If I were your ZenDesk Admin and you were an agent on my team - you just walked into my office or sent me an e-mail suggesting that you want to cut down run-on subjects in order to make it look more fluid in your views.

I want to disagree and moderate this to a Tier I category with a priority of low and tag it beginners questions. Not because you're wrong about them being less IT savvy, but because you're right.

I can now let the number of low tech savvy customers bubble up over time so that we achieve the approach of helping low tech users in whatever proportion to the business model they warrant being serviced. Perhaps this means holding their hands a bit more and assigning them to a group where lower tickets solved per period is understood, or if it's a huge population of our users then dumbing down our UI and building more robust BI is worth the investment. If that's a bad approach but the potential gains exist maybe we collaborate on ways to smarten up the users so that they get optimal utilization out of our products or service as well as the goodwill that comes with helping them become better all around computer savvy users.

Am I right or wrong?

May 28, 2012 14:54
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Marc Roth

Andrew. Sheesh, what is it with my typing today. Sorry

May 28, 2012 14:55
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Andrew J
BizStudio NZ

I change users subjects at times, so that they make sense.  I see no problem with someone wishing to create a macro to do this, as long as it does not interfere with the basic integrity of the ticket.

I guess there are lots of models and different reasons for or against, but it often makes sense to simplify subjects even before allocation to make the request better understood.

If I can turn a poorly created ticket into an effective one for my client, WITHOUT having to invest in rebuilding our UI or BI or any other such thing... then why not?

May 28, 2012 15:10
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Marc Roth

Thanks for the dialogue. Views from the other side are really what I want to understand. I'm still interested in opinions on both sides of the conversation if anyone else wants to weigh in, I'm all ears.

May 28, 2012 17:29
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Peter Nicholson
nottinghamtrent

In my opinion, if a Customer has entered something, then the HelpDesk (or anyone else) should not have the permission to change it. Its how they feel and its their opinion which they have the right to put and not be censored or modified :o) 

May 31, 2012 08:29
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Wendy

I love the ability to add subjects in macros not to change the subjects of inbound tickets but to add subjects to reach outs.

We actively reach out to individual customers and we use Zendesk for this. It is usually a macro so we greatly appreciated the ability to add a subject to each macro.

As for changing a customer's existing subject - I don't think there's a real need for that especially if their original subject helps them identify our reply in their inbox. We don't want to get lost in the shuffle!

We do sometimes manually change the subject after we've resolved the situation with the user and we're assigning the ticket internally, i.e., having a more descriptive bug report.

May 31, 2012 09:09
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Mathias Reiche

It would be very helpful if we could use macros to change custom fields which do not set tags. Even better if we could write placeholders (e.g. requester_email) into those custom fields.

July 09, 2012 05:50
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Mathias Bucht

Is there any way to remove ALL tags with a macro like using wildcard etc?

August 08, 2012 02:19
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Jane Fleming

We have custom fields into which we enter text. It would be really good if we could use macros to enter custom text into these fields.

September 10, 2012 16:48
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Andrew Reeck
The Walt Disney Company

Is it possible to move a macro, as an admin, from a personal view of another user to be public for the whole team?  One of our Agents created quite a few great macros that we would now like to share.

September 13, 2012 09:26
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Justin Seymour
Zendesk

Wendy: I'm sure you've seen it by now, but you can set the subject of a ticket via a macro. 

Mathias: You'll have to specify which tags to removes when using a macro. You can do the same thing with an automation, which would clear out those tags from tickets in bulk. Just make sure you disable when finished. 

Andrew: Unfortunately not. You'll have to recreate the macros to share them out with the rest of the team. However, if the agent who created them is also an administrator, they can simply edit the permissions on those individual macros. 

Jane: This isn't supported just yet, but it's a good idea!

 

September 13, 2012 11:25
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Ryan Engley

I would love to see macros work the same way as dynamic ticket fields such as {{ticket.requester.first_name}} in that hitting the { key in the comment window immediately brings up a list of fields to choose from.

Macros are phenomenal but they do interrupt the workflow.  

If there were a way to access them within the ticket window using keyboard shortcuts (rather than having to mouse up to the macro menu and search) it would be a significant improvement in our workflow and make Zendesk that much more friendly for those of us who spend hours and hours in it each day.

October 18, 2012 10:43
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Andrew J
BizStudio NZ

@ryan - In new ZD you just Ctrl-Alt-M for macros and search away.  Some people use macros as building blocks for responses rather than as full answers or templates, I guess that would be a bit painful.

October 18, 2012 12:02
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Ryan Engley

Thanks for letting me know Andrew and yeah, many of our macros are snippets that we combine together to create full answers.

For now, New Zendesk is just a bit buggy and it slows down our workflow too much to use.  Once it's all cleaned up, I look forward to switching over so we can use the keyboard shortcut.  For what it's worth, I still think a contextual key command right within the comment box would be super useful.

Thanks again

October 19, 2012 09:29
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Justin Seymour
Zendesk

Control + M will open the macro menu in the classic Zendesk interface. 

October 22, 2012 06:41
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Ryan Engley

THANK YOU JUSTIN!

Honestly, knowing that keyboard shortcut is a big help.

October 22, 2012 10:12
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Bill Davis
solium

Is it possible to add a screen shot to a macro or at attachment.  We have many scenarios where we want to be able to reply with a standard screen shot of how to 'Reset your Password' link highlighted in a screen shot.  We find the rate of adoption higher when we have images versus text in a response.

We are currently not using forums as I know that could be an option, but having an image in the marco/reply would help us a lot.

December 14, 2012 11:39
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Justin Seymour
Zendesk

Hey Bill: 

There's no way to embed a screenshot or attachment in to the macro at the moment. It's a pretty popular feature request, though. This might be doable with markdown when its out of beta, however, you can only add a directly link to the image for now. 

December 14, 2012 11:43
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Bill Davis
solium

Thanks Justin! appreciate the quick reply.

December 14, 2012 11:55
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Brian Kalar

I have found out that if you don't have a drop down custom field that you are using for your tickets then you lose the ability to have a macro populate it.  This creates extra steps and time in particularly in our case in closing some forms of tickets.  I would like to see any fields that are related to your account should be available to write a macro against.

Anyone else have this problem? 

January 10, 2013 16:37
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Justin Seymour
Zendesk

Hey Brian: 

The macros will populate checkbox fields as well, but you'll only see the options as yes or no in the macro. They won't work on custom input fields, as the macro function needs specific values to change. 

January 14, 2013 07:05
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Claire

Hi there - is it possible to add user defined content to a macro for individual tickets? For example, an estimate of the time it will take to develop a solution - this is more for development requests than issues. And if not a macro, then a trigger?

January 17, 2013 16:51
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Andrew J
BizStudio NZ

Hello Claire,

I may not be 100% sure what you are asking.  We use macros with placeholders (eg {ticket.requester.first_name}})

We also have macros that are designed to be filled in by the tech... (eg. Dear So-and-so, Your request has been resolved with the following notes:  ????  )  The agent fills in the gaps...

Does this help or have I missed the point?

January 17, 2013 17:00
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Claire

Hi Andrew - the latter is exactly what I'm after - how do I create those? Apologies if I'm missing something obvious - I'm a newbie.

January 17, 2013 17:05
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Andrew J
BizStudio NZ

The beginning of this page is about using and creating macros.  Simply add in an area to remind the agent where they need to add details...  I use ####

 

January 17, 2013 18:01
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Claire

Brilliant - thanks Andrew!

January 17, 2013 18:40
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Robin Yarow

Is it possible for a macro to set a Decimal custom field to a default value?

January 22, 2013 07:41
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Andrew J
BizStudio NZ

Hello Robin,

Custom fields definately can be modified by a macro.  I am wondering if you mean a default on the ticket submission form (not possible at this point).  If this is the case, then this could be populated with a default value AFTER ticket submission, using a trigger.

Hope this helps.

January 22, 2013 11:15
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Robin Yarow

I am able to update other custom fields with the Macro, but not the one that is of type "Decimal".  I would like to set this field in the macro.

January 22, 2013 15:26
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Justin Seymour
Zendesk

Hey Robin: 

Only fields that produce tags, such as the checkbox field and drop-down field can be populated using a macro. A blank text field that accepts custom input won't be available in the macro editor. 

January 23, 2013 04:42
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Robin Yarow

Ok - thank you.  This would be a nice feature to add though.  I am basically trying to use macros for the agents to move a ticket through the business process, and require certain fields to be populated based on the Status.  I know I can require fields at Solved, but don't know of any other way to require a field say when the ticket is Opened.  Please let me know if there is another workaround!  Thanks much!!  -Robin

January 23, 2013 06:19
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Justin Seymour
Zendesk

Unfortunately, the require rule only applies to tickets moving in to the Solved status. There's no way to make them required when moving through other status changes. 

January 23, 2013 06:27
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Robin Yarow

Justin - thanks for your quick response.  I may submit as an enhancement request :).  Thanks-Robin

January 23, 2013 06:43
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Caitlin Davies

Question: Is there a way to make a "return to sender" macro? Ie, the ticket has come back from the tech team, with comments from the tech team (so we can't use the "current user" option), and it needs to be assigned to a specific support person for communication to client. How does one do that? 

January 28, 2013 09:38
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Shane Hunt

Question: How can you cut and paste a table into a macro?

January 31, 2013 21:03
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Justin Seymour
Zendesk

Caitlin: I'm not quite following your scenario -- sorry! You can reassign the ticket using the assignee option in the macro. You could also build a trigger to look for a specific tag. If the tag is detected upon ticket update, the ticket is then reassigned to the appropriate person. 

Shunt: Tables are not supported in macros or ticket comments. 

February 01, 2013 07:13
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steve

Quick question - can you set status as solved without emailing response to 'customer'.

 

Reason i ask - we recently used an email address that belonged to a staff member - hence we receive emails that dont need a response - just need them cleared, even better if we could use a macro to easily delete it.

February 12, 2013 06:41
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Justin Seymour
Zendesk

Steve: You can either disable the Notify requester of solved request trigger from Business Rules → Triggers or you can modify that particular trigger so that your end-users will not receive an update when certain conditions are met. 

For example: 

Status → Changed to → Solved
Comment is → Present, and requester can see the comment 

With this setup, if the comment is present and public, the end-user would receive the email notification  If the comment is private, you can solve the ticket and no notification will be sent to the end-user. Once a ticket comment is made, there's no way to delete it. 

February 12, 2013 07:08
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steve

Thanks!!

What great support and great product, one of the reasons we chose Zendesk,

Justin - you guys are EXCELLENT

February 12, 2013 07:22
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Jennifer Rowe
Zendesk

Ah, that's so nice--you made Justin blush. :) I agree, we LOVE him in the forums!

February 12, 2013 10:45
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Drew Wingert

Justin- Any way we can insert Hyper Links in Marcos?

February 13, 2013 08:19
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Drew Wingert

NVM. Found it :)

February 13, 2013 08:39
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Tony

Is there a way to add the email address to the blacklist with a macro - or is there a quick and efficient way to block spammers right in the ticket?

February 22, 2013 16:02
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Justin Seymour
Zendesk

Hey Tony: 

You'll have to manually add email addresses to the blacklist for the time being. We're also missing a conveniently located suspend user option, but we're working on getting that implemented. For now, you'll have to go over to the user profile page to suspend access to the help desk. 

February 25, 2013 04:32
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Pulse

I would love to have the ability for the macro to draw the current ticket subject so we can modify them like:

Old topic: I have two left shoes.

Macro: [Solved] {{ticket.subject}}

After macro is applied: [Solved] I have two left shoes.

I know the system already shows when something is solved, but it's in text - the icons don't change colour or have a "closed" variant.

May 01, 2013 09:40
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Brandon K.
Zendesk

Hello Pulse,

Unfortunately the set subject action in our macros does not support dynamic content, so any placeholders you put in there will be able to pull any information in its place. You might be able to do this through the API, but it would be a much more complicated process than putting a subject line placeholder in a macro. You can find the API documentation for editing subject lines here: http://developer.zendesk.com/documentation/rest_api/tickets.html#up...

May 01, 2013 17:25
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Dickie Armour

Hey,
I'm pretty new to macros and Zendesk so bear with me!

We have loads of email customers using different emails and all asking questions which are pretty similar, So the macros has been invaluable. I think I've added around 35 in last 24 hours.

As we add more and more, is they a way to create folders and put them into those different folders rather than having to scroll down a long list?

Thanks.

Loving Zendesk btw :-)

May 04, 2013 09:06
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Sylvain Petit
taulia
Hi Dickie, Have a look at this very useful article https://support.zendesk.com/entries/20386367
May 04, 2013 13:36
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Jan Palouš
May 13, 2013 08:41
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Christopher Miller

Hello. My team would love to be able to add screen shots or other attachments to Macros. It would make our job explaining highly technical API solutions a whole lot easier!

May 30, 2013 11:43
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Brandon K.
Zendesk

Hello Christopher,

Thank you for the feedback! We are constantly improving Zendesk and I definitely see functionality like you've described as something that would align with our  vision of Zendesk. We do get a lot of requests though, and our development team simply doesn't have the resources to implement everything that our users suggests. I'd recommend that you post this to our feature requests forum and got some community support behind the request. Our product managers regularly look through this forum for ideas on what to build next with extra dev time. You can find the feature request forum here: https://support.zendesk.com/forums/1848-Feature-Requests

May 31, 2013 11:02
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Nichole Wolter

Is there a way to add a spot to a public macro to change just a price that you are giving a customer? 

June 21, 2013 17:42
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Andrew J
BizStudio NZ

Hello Nicole,

We use XXXX for areas for an agent to complete (doubleclick to highlight and overwrite it).  In new Zendesk you can't use #### which is what we used originally.

Hope this helps! :-)

June 21, 2013 18:15
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Dominic Eldred-Earl

Is there a way to add / remove a CC with a macro?

June 24, 2013 05:38
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Laura D.
Zendesk

Hi Dominic, 

Macros don't support adding or removing CCs, I'm sorry. You can, however, use triggers to add CCs (either the current user or an agent) if you need to. If you want the macro to be part of this process (maybe it does other actions you also need) have it add a tag and then create a trigger that looks for that tag. 

June 24, 2013 15:08
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Remo Deplazes
kabagmbh

Hello

I need the possibility to add data to the "ticket subject" by placeholders, without replacing the original subject

Example: Set subject: {{ticket.title}} - PPR # {{ticket.ticket_field_22612588}}

July 23, 2013 05:12
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Alexander Aghassipour
Zendesk

Hi Remo,

Currently, placeholders are not allowed when setting the subject. I'm sorry. I would be interested to understand your use case better, though - opening a separate ticket for you.

July 24, 2013 14:16
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Jacob

I would like to be able to set requester via macro.

There are certain things I need to do that will *always* have a set requester.

 

Even better would be a "receive it!" button to go along with the "take it!" button. The requester lookup functionality is far from instantaneous (aka slow as hell) and a way to instantly set requester via macro in most of my cases would save a fair bit of time and frustration.

September 12, 2013 11:54
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Andrew J
BizStudio NZ

Hello Jacob,

A 'Make me Requester' option is a great idea, I would use it a fair bit.  Please open a feature request and link to it here!

This would work especially well for 'Task' type tickets, which often agents open.

Setting requester by macro could be a nice option, though I dont think I would use it.  Some of our other agents might.  

September 12, 2013 12:42
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Laura D.
Zendesk

Hi Jacob and Andrew, 

Little known fact:

If you submit a ticket without filling in the requester field, the system will make you the requester!! I've only tested this in new Zendesk and it won't solve all use cases but it certainly made me happy!

 

[Charles added on 11/7] I added this useful bit of information in the section, "Quickly assigning yourself to a ticket", in the Managing Tickets article.

September 12, 2013 13:11
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Jacob

@Laura D. 

Sweet! That totally works! =]]]

@andrew J.

I added a comment to a current feature request for the same thing, Less clutter is better right? =]

September 12, 2013 13:46
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Andrew J
BizStudio NZ

WELL! Bless my cotton socks!  It works, how simple...

Thankyou Laura!

@Jacob - I always find it helpful to link to the feature request, for any others that may be following this thread... plus I can add my voice if you link to it. :-)

September 12, 2013 16:56
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Laura D.
Zendesk

It certainly made my day when I found out :) 

For anyone else who may want add, the feature request Jacob mentioned: https://support.zendesk.com/entries/187925#post_24092638

September 12, 2013 17:01
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Jacob
September 12, 2013 17:15
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Mayank Gupta
groupon

Hi, Is it possible to fetch what was the macro applied to a given ticket ?

 

September 13, 2013 02:27
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Laura D.
Zendesk

Hi Mayank, 

I see you submitted a ticket about this - looks like we're working on some solutions with you there :)

September 13, 2013 11:51
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Michael Sternberg
3Kundehenvendelser

Hi,

isn't it possible to 'group' macro's to get a better overview as an agent? I bet it will get pretty messy when we add 50 macro's

for instance:

Group Selfservice:
Subgroup: 1 Homepage information
Subgroup: 2 Selfservice information 

etc.

In the guide it looks like you had this option in zendesk classic? 

 

 

September 18, 2013 06:35
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Laura D.
Zendesk

Hi Michael,

You can do this in both versions - Classic and the new Zendesk! The way to do it is to use double colons ("::") between levels like this: 

Screen_Shot_2013-09-18_at_10.09.52_AM.png

Which looks like this in the macro box:

Screen_Shot_2013-09-18_at_10.10.00_AM.png

 

...and if you click on "Level 1" you get:

Screen_Shot_2013-09-18_at_10.10.06_AM.png

 

Also, you don't have to manually click through all of these levels, if you want to find a macro that's buried several layers deep type the first few letters of its name and the list will filter to show relevant macros. From there use the arrow keys to select the one you need. 

 

 

September 18, 2013 10:13
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Andrew J
BizStudio NZ

Quickest way to get a macro...

Ctrl-Alt-M... type macro name!

1-2 seconds would be the most it would take for my most common macros

September 18, 2013 11:44
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John Shores
Viewpath

I have both Shared and Personal Macros. The Personal ones are signatures with varying messages and tags.

When in a ticket, the Personal Macros always appear at the bottom of the list. Any way to move all Personal Macros to the top in this view?

September 18, 2013 14:44
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Thomas Berkermann

Hi,

is there a list of all keyboard shortcuts, like CTRL+ALT+M, CTRL+ALT+M and so on?

September 19, 2013 00:08
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Andrew J
BizStudio NZ

Hello Thomas,

The drop down up the top right (your agent profile), under this menu is an option for 'Keyboard Shortcuts'

Enjoy! 

Also find here: https://assets.zendesk.com/agent/assets/keyboard-shortcut-cheatshee...

September 19, 2013 02:02
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Michael Sternberg
3Kundehenvendelser

Laura thank you so much :)

September 19, 2013 02:06
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Laura D.
Zendesk

Hi John, 

Personal macros always show up at the bottom of the list, there isn't a way to reverse that unfortunately.

What I did to avoid having to scroll through all of our macros to get to mine is I grouped my macros a subgroup using my initials as the first level name and then the name of the macro as the second level. If you're looking at my screenshots a little higher up on the thread that shows you how to nest macros into groups. This allows me to access the macro box with the shortcut, type in my initials, and have a greatly reduced list of macros to look through. Hope that helps!

September 19, 2013 15:17
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Laura D.
Zendesk

Also, of course, glad that helped Michael!

September 19, 2013 15:18
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John Shores
Viewpath

Laura - YOU SO TOTALLY ROCK! That is exactly what I needed. Thank you so much!

September 19, 2013 16:04
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Laura D.
Zendesk

Absolutely, glad I could help! That's one of the best responses I've ever gotten :)

Please let us know if you have more questions in the future!

September 23, 2013 16:59
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Kirstie Hall
Seek

Hi,

Can you bold words and use hyperlink in macros?

 

thanks!!!

September 23, 2013 23:24
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Andrew J
BizStudio NZ

No problem using standard markup **bold** *italic* [text](link) etc etc

September 24, 2013 00:25
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Adrian Tagama

Hi All,

I was wondering if there was a way to create a new ticket using a macro with private comment. I understand you can't create a new ticket without a comment, but even though I have the macro set so that the comment is private, the comment is still posted publicly. The only time the comment shows up as private is when the ticket has already been created and there's already at least 1 comment on it. 

September 30, 2013 10:03
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Emily
Zendesk

Hi Adrian, 

Great instinct, but the first comment on a ticket by an Agent/Admin/Owner is always going to be public. A macro that's set to make internal comments won't override that. Only Light Agents on the Enterprise Plan can open a ticket with a private comment, but they can't be the Assignee. Perhaps a macro to open the ticket publicly and let the end-user know you're working on their issue, followed by a macro that inserts the private comment, is the way to go in your instance.

September 30, 2013 11:15
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Kimi Tamou
rsvpcomau

Hi Team,

Some of the staff are no longer able to access all macros. I'm not sure why this has happened or why as the settings have not been altered by myself or staff. 

I look forward to your response and assistance.

 

December 10, 2013 16:33
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Laura D.
Zendesk

Hi Kimi, 

Sorry for the trouble! I'd try refreshing/and clearing cache  - we had a temporary glitch but everything should be back to normal now. If neither of those help please submit a ticket and we'll keep investigating. 

December 10, 2013 16:59
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Brian Pavlovich
tradeextensions

Sorry if this is asked / posted elsewhere:  Are there any plans to add "Delete Ticket" as an option for actions in either triggers or macros?  

I can give a use case if needed.

January 10, 2014 07:54
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Emily
Zendesk

Hi Brian, 

Deleting a ticket is permanent, so we currently require that the action be manual. That way, we can ask you to reconfirm you want to delete the ticket before such a permanent action is taken. 

That said, your best forum for submitting feature requests like this will be the Product Feedback forum. Feel free to leave your use case there!

January 10, 2014 12:01
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Bob Mulholland
fundrazr

Are there any plans to support the use of placeholders in subject lines? Here's our use case:

A new user signs up for our service. We then review their profile and then create a user and organization for them in Zendesk so we can send them a notification email to let them know they've either been approved or denied (we have about 20 different macros that we use in these cases, depending on their profile details).

For each of those macros, part of the subject line needs to be the name of their organization.Here's what one of those macros currently has in the subject line:

 

"_______________" is almost ready to use FundRazr [ACTION REQUIRED]

 

As you can see, we've got a bunch of underscores there, so our agents have to remember to copy & paste the organization name into the subject field, otherwise the message gets sent exactly as shown above. Here's what we would like to have in the subject line instead:

 

"Company XYZ" is almost ready to use FundRazr [ACTION REQUIRED]

 

We send out an average of about 10 of these message every weekday and our business is increasing so there will eventually be dozens of these every day - having this functionality would save our agents a lot of time.

January 15, 2014 15:07