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Is macros applied or not?

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Katerina Frid

Gepostet 07. Dez. 2022

Hello! I'm trying to use Zendesk API to process the comments of agents and I have a couple of questions.

1) Is there a way to find out if a comment is a macro or not?

2) After choosing a macro as a template for a comment and applying changes (filling in placeholders, putting an additional text to the end) is it still considered as an 'AgentMacroReference' type event or it becomes a plane 'Comment' type event?

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    Tipene Hughes

    Zendesk Developer Advocacy

    Hey, Katerina!
     
    You can use the Ticket Audits endpoint to determine if a comment is a macro or not. The AgentMacroReference event will still appear in the results if a macro has been used even if there have been changes made to the comment before being sent.
     
    I hope this helps!
     
    Tipene

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