Creating macros for tickets

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47 Comments

  • 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?

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  • 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
  • Brett - Community Manager
    Zendesk Community Team

    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

    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
  • 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!

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  • Brett - Community Manager
    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 :)

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  • 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!

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  • Devan - Community Manager
    Zendesk Community Team

    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

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

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  • Nicole S. - Community Manager
    Zendesk Community Team

    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?

    0
  • Erling D Andersen

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

     

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  • Brett - Community Manager
    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!

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  • 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!

     

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  • 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. 

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  • Giel Vermeulen

    Thank you, Devan. I have posted my feedback in the Support Product Feedback forum. Best regards.

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  • Sonia Radaelli

    Shared macro by group do not works on default group.

    This is a problem for us as our agents belongs to more then one group

    Therefore the shared filter do not works.

    For this reason I would like to suggest to update this filter on default group

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  • Mateusz S

    Hello!

    We use macros also for sending emails to our partners. For specific cases (there's separate macro for each of them) we need to contact different department on different e-mail address. It would be great to be able to define requester in the macro.

    Can it be done?

    0

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