Creating macros for tickets

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47 Comments

  • Oliver Knigge

    Hi Jacob,

    thanks a lot!

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

    1
  • 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.

     

     

    1
  • 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.

     

    1
  • 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 ;)

     

    1
  • 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 

     

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Kate

    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!

    0
  • Erling D Andersen

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

    0
  • 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. 

     

    0
  • Nicole S.
    Zendesk Community Team

    @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. 

    0
  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing Ryan!

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

    0
  • Conza

    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

    0
  • 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!

    0
  • 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

    0
  • Tamara Tankosić

    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!

    0
  • Erling D Andersen

    No that is my problem. I cannot see the paperclip.

     

    0
  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    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.


     

    0
  • Nate Legakis

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

    0
  • Jessie Schutz
    Zendesk team member

    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?

    0
  • 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?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Giel Vermeulen,

    Currently, we have no updates we can announce at this time to our current roadmap. I would recommend posting your feedback in our Support Product Feedback forum so our devs can consider your request for future updates.

    Best regards. 

    0
  • 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

    0
  • Giel Vermeulen

    Hello,

    I've been using macros for some years now, and one feature that would really be useful is the ability to preconfigure email addresses in the "Requester" field.

    We have a lot of tickets we create ourselves to send to partner companies/suppliers (around 50). Agents have to look up these email addresses and copy or type them, which has caused errors at several instances.

    A macro per company/supplier, with the email address prefilled in each macro, would save a lot of time and reduce human errors.

    A workaround I'm thinking to apply is adding the email address in the body of the ticket, from where it can be cut and pasted in the Requester field. But this is still not ideal.

    Is Zendesk planning to add the possibility to configure email addresses in the Requester field? Or are there other alternatives? (Adding a contact in cc is not the first option ;-))

    Thank you!

     

    0
  • 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?

    0
  • Nicole S.
    Zendesk Community Team

    You're welcome!

    0
  • 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.

    0
  • 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?

    0
  • 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

    0
  • Joel Hellman

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

    0
  • Ryan Mumby

    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!

    0

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