Creating macros for tickets

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42 Comments

  • Jessie Schutz
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    Hi Jenna!

    I'm not sure what you mean by "pipe text". Where do you want to send that information once it's extracted from the ticket?

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  • Conza
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    Hi,

    Might not be best place to post - but Facebook message integration - using a macro to respond, it populates into the message " <p> [comment] <p> " - this actually is included when sent, and seen form the customer side of things.

    How can this be fixed?

    Cheers

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  • Brett - Community Manager
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    Hey Conza,

    It it looks like Claudia replied to your other post here.

    I would recommend checking to make sure you have a plain text version of your macro as Facebook does not support rich text.

    Cheers!

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  • Kate
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    Hi There,

    When I insert an inline image or image attachment into a macro, the image orientation changes from portrait to landscape. The image width is 600px and the original orientation is portrait. 

    Any ideas?

    Thanks!

    UPDATE: I changed the size to 500px wide and are no longer having issues. Solved myself :-) Good on me!

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  • Ryan Mumby
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    I think it would improve the clarity of this article if you mention that custom roles can create shared macros too if assigned that permission inside the Shared macros section as well. I know it's briefly noted at the beginning but it's slightly confusing when it says only admins can do it when you go into detail below, especially since thats the section that is supposed to go into detail. This is related to the "Creating personal or shared macros for tickets (administrators)" header. Perhaps something like..

    "Administrators (or other custom roles) can create macros that are shared by all Zendesk support agents...."

    Just a thought!

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  • Brett - Community Manager
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    Thanks for sharing Ryan!

    I'll pass this feedback along to our documentation team to see if we can get this added :)

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  • Tamara Tankosić
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    I have a multi-select ticket field used for missing information. The agents would tick whatever information the client hasn't yet provided us and then I'd like a Macro to be created with this where I've already written out a template saying that we are awaiting their reply on the missing details. We'd also set up a similar trigger to follow up on this as well.

    I've used {{ticket.ticket_field_option_title_360003324740}} but when I do so it enters the text in one line with commas in between the options. I would prefer it to be a bullet point list.

    How it looks:

    • Driver information (name and number or car transfer voucher), Airline Confirmation Number (6-digit alphanumeric code), Confirmation from airline about wheelchair booking

    How I wanted it to look:

    • Driver information (name and number or car transfer voucher)
    • Airline Confirmation Number (6-digit alphanumeric code)
    • Confirmation from airline about wheelchair booking

    Any help would be appreciated!

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  • Devan - Community Manager
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    Hello Tamara,

    After looking over your post, we feel it would be ideal for our Community AMA being hosted tomorrow on 7-23-2019 at 11 AM PDT. If you would like your question to be considered, please follow the instructions in the link below to have one of our experts address your issue personally during this event.

    Community Trigger AMA

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  • Erling D Andersen
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    I cannot see that I should be able to add an attachment to a macro.Is that still possible?

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  • Nicole - Community Manager
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    Hi Erling -

    Yes, you should be able to add an attachment to a comment that was added via a Macro.

    Are you not seeing the paperclip icon show up in the comment editor window?

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  • Erling D Andersen
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    No that is my problem. I cannot see the paperclip.

     

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  • Brett - Community Manager
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    Hey Erling,

    I double-checked on my end and it looks like this option will be hidden if you don't have Rich Content enabled under Admin>Settings>Tickets. Can you try enabling this and then create the macro?

    You'll want to hit the save button at the bottom of the page as well. I know that button can be easily missed :)

    Let me know if you continue to experience issues.

    Cheers!

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