Creating macros for tickets

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33 Comments

  • Joel Hellman

    Please add if liquid markup is supported or not in the rich macro editor, we make use of it in the old macro editor. 

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  • Brad Ladwig

    Hi Joel!  Liquid markup is not supported with the rich text macro editor.  If you would like to continue using liquid markup in macros, you would need to switch your account over to markdown formatting.

    EDIT:  Liquid markup IS supported with the rich text macro editor.  Some formatting may need to be adjusted when going between rich text editor and markdown.

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  • Joel Hellman

    Hi Brad

    Actually, it seems to work just fine, both inline, and if you include it using dynamic content. Just converted and tested a couple of macros where I use liquid markdown to pull out the first name of any ticket CCs, after refreshing the editor and Zendesk to exclude cache issues. We are using Rich formatting inbound and outbound, no markdown.

    In what way is it not supported, or what has changed between using liquid markup in the plain and rich version of the marco editor?

    EDIT: and it's very good news to me that liquid seems to work in rich mode too :P

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  • Brad Ladwig

    Hi Joel!  Welp, turns out the liquid markup I used in my test did not render properly for other reasons.  Sorry for the confusion!  Liquid markup IS indeed supported by the rich text macro editor.  There may be some need for formatting adjustments when going between markdown and rich text.  While we are not able to troubleshoot liquid markup here in Zendesk Customer Advocacy (similar to custom code), if you are having any issues with a particular string, feel free to submit a ticket and we can take a glance at it and see if anything stands out.

    Again, sorry for the confusion.  *doh*

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  • Laurens van Woerkom

    For some reason in my existing Macro's I've got a function "Convert to formatted text".

    When a new Macro is created this function does not appear. Any clue?

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  • Joel Hellman

    Laurens, its just a security measure from Zendesk. The new editor should convert old content without any issues, but there might be slight variations and you never know, so this feature is so you can choose yourself when to convert your old macro formatted in markdown to the new rich text editor for macros. Once converted, you cannot switch back. 

    For new macros, the new editor is the always the default if you rich text editing enabled in your account (which it is, or you wouldn't see this option).

     

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  • Laurens van Woerkom

    Hey Joel,

    Thanx for the reply. I understand it's an old feature. The trouble for me is I'm using the Dynamic Content inside the Macro's

    Dynamic Content doesn't contain the new editor. Is this something which will be available in the future?

    I've found a work around for now: If I clone an existing Macro it still consist of the feature. I'm just editing the new one ;)

     

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  • Joel Hellman

    I have had not trouble so far using dynamic content in the new editor, though I haven't migrated all my macros. It should work though. Just type it into the editor as usual. 

    There are probably some edge cases here where the rich editor behaves in another way compared to markdown editor, but I can't think of them right now. 

     

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  • Giovanni De Smet

    Hello

     

    I also use dynamic content in the macros.

    So unfortunately I can't use this "rich content" feature.

     Would be great if I could though ;)

     

    UPDATE: Missing it in email notifications as well.

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  • Laurens van Woerkom

    I found a work around incase you have existing Macro's with rich content and dynamic content.

    Go to an existing Macro -> clone the Macro -> change the cloned Macro to your new wishes

    works like a charm.

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  • Joel Hellman

    Guys, dynamic content should work in the rich editor. If it doesn't, could you post what isn't working?

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  • Laurens van Woerkom

    Well, check the picture below. In the function to create a new piece of Dynamic Content there is no richt text editing available.

     

     

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  • Joel Hellman

    What I meant was that you can embed dynamic content and rich content in the macro editor. For rich content in the dynamic editor itself, that is not supported, but we have this existing Product Feature Request: Rich Text in Dynamic Content

     

    Showing dynamic content and liquid code working in rich macro editor

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  • Jonathan March

    We use macros constantly, and find them very useful. The biggest missing capability is assigning an incident to an existing problem ticket. Having this ability would cut agent time in half for many macros.

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  • Kris Scuteri

    Is there a way for an administrator to convert a personal macro to a shared?  Or, view what personal macros are in use by individuals?

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  • Jessie Schutz

    Hi Kris!

    There isn't any functionality for this built in to the interface, but I think you may be able to do this using the API. I'm not an API expert by any means, so I'm afraid I can't be any more help than that, but you can get more information in our developer resources!

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  • Clothilde

    Hi ! I'm searching for the maximum size image I can put in a macro (its width). Does one of you know where to find it please? Thank you!

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  • Nate Legakis

    Is there any way to create a one click button or text link for macros just like Zendesk did with the take it macro?

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  • Joel Hellman

    Nate, you could do this by building a Zendesk app yourself, for example in the ticket sidebar location. 

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  • Nate Legakis

    Yikes.  That might take a little more effort than I was hoping to spend on this.

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  • Joel Hellman

    Indeed :)

    I instruct all my agents they only ever need to learn one keyboard shortcut in Zendesk: ctrl-alt-m, to open up the macro box, and then to autocomplete and invoke their macros, if that helps any.

     

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  • Nicole - Community Manager

    @Clothilde - 

    There is not a set limit; the images typically adapt to the width of the media being viewed. However, normal ticket attachment sizes (which are determined by your plan level) do come into play. 

    In general, I'd recommend keeping most images to a width of 600-700px; that's about the right size for the average browser window. 

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  • Clothilde

    @Nicole

    Thank you for your answer!

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  • Nicole - Community Manager

    You're welcome!

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  • Oliver Knigge

    Hi,

     

    I want to know if it is possible to create a macro with an URL, which is not converted to a clickable link automatically. 

    We have a macro with a PayPal.me payment URL. At the end of this URL string, the agent have to insert the payment amount manually. 

    https://www.paypal.me/onlineshop123/INSERT_AMOUNT

    In the macro, the URL is just plain text as I do not want the URL converted to a link. So the agent can easily chante the "INSERT_AMOUNT" to the correct amount. And then, when pushing the space-key, the URL should be converted into a correct URL like this: 

    https://www.paypal.me/onlineshop123/149,99

    But when using this macro in a ticket, the plain URL will be automatically converted to a link:

    https://www.paypal.me/onlineshop123/INSERT_AMOUNT

    The agent now changes the INSERT_AMOUNT to the correct amount and then you will have something like this:

    https://www.paypal.me/onlineshop123/149,99

    If the customer clicks on that link, it doesn't work. 

    To achieve a full link, you have to delete the automatically created link first to create a new link over the full URL. This costs time. 

    I wonder why the plain text URL in the rich text macro is converted to a link after using this macro in a ticket, regardless of wether the URL in the rich macro is plain text. 

    I have also tried to create a text-only macro (without rich content), but it is the same. The plain URL will be converted into a link. 

    Does anybody have an idea to solve this?

    Thanks!

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  • Jacob J Christensen

    Hi Oliver,

    If you have only a few different amounts you may want to consider simply creating a new macro for each of those - or one macro with all the variations.

    Alternatively, if you have the macro insert your original url your agents could

    1. jump to the last forward slash,
    2. write the amount and
    3. delete the remaining part of the url, this should give them the result you're after.


     

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  • Oliver Knigge

    Hi Jacob,

    thanks a lot!

    It is not the best solution, but our agents can work with that little workaround. 

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  • Chris Bulin

    Hi, Is it possible to track clicks on a link within a macro? For example, we have referrer tracking on our Guides site, and we know some of that traffic comes from our macros. However, we can't currently tell which macros. Is there any way to get at that information? We're currently on the Pro plan.

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  • Amie Brennan

    Hi Chris, 

    There's no way to track the click through rate of links from Macros currently. Great idea though; I can see how it would be really handy for your tracking and reporting needs. I recommend for to you to submit a feature request in our community here for this so our product managers can see and other customers can vote as well. 

    Hope this helps. :)

    Best,

    Amie

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  • Jenna Byrne

    Hello!

     

    I want to create macro that pre fills the subject line with example "Missing Commission"

    I have figured out how to enter the static subject but now I want to also pull (pipe) text from the information I already have on the ticket (example an account number/name)

    Is pipe text available?

     

    Thanks 

     

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