Creating macros for tickets Follow

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13 comments

  • Avatar
    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. 

  • Avatar
    Brad Ladwig (Edited )

    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.

  • Avatar
    Joel Hellman (Edited )

    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

  • Avatar
    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*

  • Avatar
    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?

  • Avatar
    Joel Hellman (Edited )

    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).

     

  • Avatar
    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 ;)

     

  • Avatar
    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. 

     

  • Avatar
    Giovanni De Smet (Edited )

    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.

  • Avatar
    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.

  • Avatar
    Joel Hellman

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

  • Avatar
    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.

     

     

  • Avatar
    Joel Hellman (Edited )

    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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