Forums/Product news and updates/Release notes

Subjects in Macros, Bulk edit and fixed stuff

Jake Holman
posted this on February 16, 2012 16:56

New Stuff

  • Macros are now able to set subjects. Any new or old macros can now set an action to change the subject of a ticket. Note this "sets" the subject, meaning the old subject will be lost and replaced by the macro.
  • You can now bulk change subjects of tickets from a table view.
  • We've reinstated the "Post to forum" option in the ticket action drop down.
  • Those configuring their voice channel can now search for a phone number by phrase in addition to searching by area code.

Fixed Stuff

  • Individual custom field syncs are now isolated from the rest of any initial ticket sync. Previously the ticket would fail to be shared if any of the custom fields failed validation in the receiver.
  • End users who only have a phone number in the system will now be able to see and playback their voice conversation from the ticket page (there was a bug when no comments were associated with the ticket, green screen could result in some cases).
 

Comments

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community engine

I am looking forward to the day you add in the ability to set triggers based on Subject as well.

February 16, 2012 19:18
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Travis Koger
Prism Europe Limited

Jake, awesome stuff, we have been missing the Post to forum option.

February 23, 2012 04:40
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Steph Schreyer
cargas

One reason we chose Zen Desk is for the easy ability to post to forum to populate the Knowlegebase .

February 24, 2012 10:51
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Jeffrey Davidson
iasta

Funny how much that "Post to Forum" option was missed around here. Glad to see it back, even if it is "more clicks", or whatever the original reason was.

February 27, 2012 11:03
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Johnny Yeip
competitorgroup

Hey Jake,


Love the new features, especially the bulk change ticket title, but just noticed last week that due dates do not show up for tasks when end-users set them through the Zendesk system submission form.  This has been working since I started using Zendesk in 2010 and is an essential part of our company's workflow so hoping there's a fix!

Thanks!

February 27, 2012 15:04
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Jake Holman
Product Manager

@Johnny: Hmm, that does seem odd. I've created a ticket on your behalf, someone should get back to you soon. 

February 27, 2012 15:36
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Johnny Yeip
competitorgroup

Thanks Jake,

Yes, I had submitted a ticket earlier, but the response I got was that this is the intended functionality of Zendesk which I can’t believe is correct since Zendesk has been populating due dates properly for the last year and a half. Plus, the system submission form allows for the end user to set a due date (as long as its a task)  Hoping you can help me out!

February 27, 2012 16:21
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Seth Morgan
microvellum

Jake, 

Will we be able to put placeholders in the subject field with macros too?

February 28, 2012 15:48
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Jake Holman
Product Manager

@Seth: It's actually more that ticket subjects don't support placeholders (go ahead and try it without using a macro) than the macro itself not supporting it. At the moment I don't believe there's plans to have ticket subjects support placeholders. 

February 28, 2012 16:35
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Seth Morgan
microvellum

Jake,

Thanks, I did try it. No dice. It's not a huge deal that we can't put placeholders in there, since it doesn't really kill me to do a little typing once in a while :) 

February 29, 2012 08:40
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Wendy
taskrabbit

Thanks for adding subjects to macros! I asked for that not too long ago and I'm glad to see it as an option :)

February 29, 2012 13:55
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Andrew J
BizStudio NZ

Hello Jake,

How about putting add as macro back too? 

 I liked that... but nevermind if its not worth it.  I would far rather have better macro managing tools if the wishlist is open! 

My latest idea is bulk modification of macros... wouldnt that make things nice?  select a bunch of macros, and change a common property... like 'Add Tag' and 'Available to' or custom field.  I guess this isnt the feature request column... haha.  But its hard to get ppl to read those!  So I'll leave that one with you.

Thanks for the post to forum option back!

March 13, 2012 19:18
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