Creating macros for tickets

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64 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

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  • Brett Bowser
    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!

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  • 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 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 :)

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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 Saunders
    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?

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  • Erling D Andersen

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

     

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  • 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!

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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?

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  • Mateusz S

    Hello, 

    Is it possible to add as action for some macros a switch from 'Next ticket in view' to 'Stay on ticket'?

    Our agents need more time on some of the tickets and we use macros just to send a canned response to the customer to let them know we're already working on it.

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  • Ben Van Iten
    Zendesk Community Team

    Hi there!

    Unfortunately it is not possible for a macro to set that, as it isn't technically a ticket property. I would recommend having the macro instead assign the ticket to the user so when this occurs they can simply close the next ticket and then go back to their personal view. Or, they can set "stay on ticket" manually right next to the ticket status field on the bottom right.

    I know this isn't exactly what you were hoping to hear, but please let us know if you have any further questions!

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  • GHW

    New feature request macro suggestion based on ticket tags. Please upvote this feature if you find it useful. https://support.zendesk.com/hc/en-us/community/posts/360052615213-Macro-Suggestion-by-Tag

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  • Reneé Lasswell

    Can we make a macro that adds a tag and allows users that normally don't have the ability to apply a tag to apply it?

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  • Ben Van Iten
    Zendesk Community Team

    Hi Reneé Lasswell,

    Tags themselves cannot alter the permissions on a ticket, however there might be a way to accomplish what you're looking for. Could you describe the scenario that you'd want to do this and a bit more about your use case?

    Thanks!

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  • Reneé Lasswell

    Ben Van Iten

    I want to use a tag on tickets to remove them from some views (temporarily) and place them in others.

    For example, quarantine. Our agents usually don't have permission to add/remove tags. So I want them to use a macro that sets that tag on the ticket. And give them permission to use that macro instead.

    Unfortunately, they can click the macro and it not apply the tag. I assumed this is due to permission restrictions. I really only want them to be able to apply -this- tag.

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  • Ben Van Iten
    Zendesk Community Team

    Hi Reneé Lasswell,

    I see what you mean. Macros do not get around permissions, however business rules do. It might be worth considering using a custom field that they can set and either base the view off of that, or have the selection of the custom field initiate a trigger that adds the tag and then that will work.

    My apologies that my suggestion is a bit of a workaround, but I don't anticipate any change to that kind of macro functionality so just trying to work out a solution.

    Please let us know if we can offer any further assistance!

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  • Anthony Williamson

    As an Admin, how can I see my individual agents' personal macros and vet them?  I have found how t disable personal macros going forward but need to remove/corral existing macros before the policy change...

     

     

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  • Catherine Michalak
    Community Moderator

    Hi there,

    Just want to clarify that reference to being able to add CC's in macros is actually referring to what is now known as Followers correct?

    We do have a few cases where we'd like to use macros to add actual CC's (non agents) and that doesn't seem possible although mentioned in this article under:

     

    Macros can perform tasks:

    • Add comment text
    • Update ticket fields
    • Add or remove ticket tags
    • Add CCs
    • Change the assignee
    • Set the ticket subject
    • Add attachments to ticket comments
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  • Dana Barr

    Hi

    Text formatting is missing for the Message box - the icon as well as you cannot use Ctrl B, etc.

    Thanks!

     

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  • Beau Padesky
    Zendesk Customer Advocate

    Hello Dana,

    The text formatting options described in this article will not appear in a macro's comment field unless you've enabled rich content as described here: https://support.zendesk.com/hc/en-us/articles/203661586-Enabling-Markdown

    Once you've verified that this is turned on, refresh your session and you should see the Text icon and a rich content composer appear within a macro's configuration page.

    Beau | Customer Advocate | support@zendesk.com

    Ask our Zendesk Community

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  • Wismann, Leigha

    How do I link a tag to a Macro if the Marco was created first instead of the Ticket Category?

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  • Dave Dyson
    Zendesk Community Team

    Hi Leigha -

    If I'm understanding you correctly, it sounds like you want a macro to set the value of a custom drop-down field? If so, the drop-down field should appear as an option in the Actions menu when you edit the Macro. If you've just changed the values in the drop-down field, it's possible you may need to refresh Zendesk by reloading the browser page that Zendesk is in (or just closing that browser page, opening a new one, and returning to Zendesk that way) so that the Actions menu has the up-to-date custom field values.

    If that's not the problem you're facing, can you add some more specifics about what you're trying to do, and what you're seeing? Thanks!

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