The table below describes the actions available when creating macros for your support tickets.
Using macros, you can set ticket properties, add or modify tags, and add comments. Select an action using the drop-down menu, then select or enter specifics in the associated drop-down menu or text entry box.
Related articles:
Actions | Description |
---|---|
Set subject | You can use this action to replace the ticket's current subject. |
Status |
The ticket status can be set to the following: Open indicates that the ticket has been assigned to an agent. Pending indicates that the requester has been asked for information and the ticket is therefore is on hold until that information has been received. On-hold means that the support request is awaiting a resolution from a third party, someone who is not a member of your support staff and does not have an agent account. This status is optional and must be added (see Adding the On-hold ticket status to Zendesk Support in the Administrator Guide). Solved indicates that the customer's issue has been resolved. Tickets remain solved until they are closed. |
Form | Your ticket forms are available as actions. Select a specific form. See Creating ticket forms to support multiple request types. |
Priority | The priority can be set to Low, Normal, High or Urgent. |
Type |
The type can be set to the following: Question Incident indicates that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problem is a support issue that needs to be resolved. Task is used by the Support agents to track various tasks. Note: It's currently not possible to link incident tickets to problem tickets or set task due dates using the task action in macros. |
Group |
You can set groups to any of the following: (—) is used to unassign a group (if one has already been assigned) (current user’s groups) is the group to which the agent who is updating the ticket belongs. If the user belongs to multiple groups, the macro makes a series of checks to determine which group should be used. Group priority is determined as follows:
|
Assignee |
You can set assignee to any of the following: (current user) is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated. Assignee name is the actual name of the person assigned to the ticket. |
Set tags | The tags you want to insert into the ticket. The set tag action replaces the current tags. Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales). |
Add tags | The tags you want to add to the existing list of tags (if any). Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales). |
Remove tags | The tags that you want removed from the existing list of tags contained in the ticket (if any). Tags must be separated with spaces. |
Comment/description | The text of ticket comment, and email notification. |
Comment mode | Public or Private. Only agents can view private comments. |
Side conversation | Use this action to start side conversations and ensure that key information is included automatically when conversations are started. See Using macros to start side conversations. |
Custom fields | Custom fields that set tags (drop-down list and checkbox) are available as actions. You can select the drop-down list values and Yes or No for checkboxes. |
Add follower | You can use this action to automatically copy a specific agent to the ticket or
the (current user). You cannot use this action to copy an
end-user. This action is Add CC if you have not migrated to new CCs and followers experience. |
26 Comments
Hi - I think I may have found a bug in the macro option to set the value of a custom field. In my testing it appears that only a dropdown field that is on the currently displayed form when the macro is applied will update correctly. Trying to update a dropdown field that is a) not on the current form or b) not listed on any form will not update. I may need to do additional testing to confirm but if someone can look into this that would be helpful. FYI: I can work around this issue by removing / adding the tags associated with the dropdown menu items in 2 actions for the macro.
Hi James!
I'm fairly certain that's intended behavior rather than a bug. Is there a reason that you'd need to update a ticket field that isn't actually on the ticket?
Hi Jessie - We have several different forms available to an agent to select / use depending on the different types of tickets that might be coming into ZenDesk. We also have non-customer service agents/users that need to review tickets for reasons other that incident resolution (i.e. risk, audit, legal review etc). I created a macro to allow those non-service agent users to apply an internal comment to a ticket and update a dropdown field to mark it as reviewed. I did not want that dropdown field available to all users on the generic form. All of this said, setting / removing tags works just fine but I wanted to report the issue b/c it still felt like a bug as the macro actions clearly allow me to select the field to be set regardless of what form is currently being used or not used. Hoping this all makes sense! Thanks!
Hey James!
Thanks for the additional detail! You can set up your custom fields so they're not viewable or editable by end users. Would that help? Or are you concerned about agents messing with fields they're not supposed to be using?
Yes re: don't want certain agents using this particular field. The field is not needed and not on any form for end users. It just odd that I can add a macro action to adjust a dropdown menu field value and yet there might be some restriction on that actually working or not based on a field being present on a given form. And since macros are not form specific that would seem to mean the macro actions are global regardless of form/ticket where they are being applied.
Again, setting/removing tags is accomplishing the same thing related to that field value so I have it working, just not the way I originally thought I should be able to.
How do I set up a Macro to have the requester field automatically filled out?
Hi Krystene! Welcome to the Community!
It's not possible to set the requester on a ticket via Macro. Are you changing the ticket requester after a ticket has been received, or is this for a new ticket that's being created by an agent?
New ticket that is being created by agent that needs to go to specific requester.
Why can't a Text custom field be filled in with a macro?
Hey Krystene! Sorry for the delayed response!
Is it alway the same requester? If so, you could potentially put that requester's email in the macro for your agents to cut/paste into the requester field to make it easier to find them. Otherwise, the smart search in the requester field makes it very easy to find the person you're looking for.
Hey Pablo!
The macro functionality wasn't built that way; it's not possible for it to detect a field that doesn't have a concrete set of options to choose from.
Presumably, if you want to add this free text to a macro so it can be populated you must use it fairly often. Is there a reason that using a dropdown menu wouldn't work for your use case?
Feature request - ability to add in end-user cc as part of the macro.
I am trying to create a macro that will allow the ticket to have the regular Priority Drop Down menu and ability to select a custom priority value. When trying to add Priority to macro I am being forced to choose a Priority from Low to Urgent, as opposed to just have it as an option once the macro is already applied. Is there any proper way to go around this? Thanks!
Hi Silviu,
Macros are not intended to be used to show and hide ticket fields. The expected functionality is for the macro to apply a specific value to a field.
It sounds like what you're looking for is Conditional Fields. We are currently have conditional fields functionality in open beta currently so if this is something you're interested in I would recommend signing up here.
Let us know if you have any other questions :)
Hi there
Is it possible to change/add to what actions are available to change?
for my environment, we're trying to update the Due Date listed under the type Task, but haven't been able to locate an action that would update this in any way
Is this something that exists or that could be added in manually somehow?
Hi, I was creating macros and noticed "Add CC" was not an option. Add follower - since the update - appears on the list. When I called Zendesk support, it was there understanding the Add CC feature was never an option for an Add action on a macro. Can I get clarification on the Add CC listed on this support article and what I've been communicated over the phone?
Hello Emmaleigh,
So you are correct that the "Add CC" option was present before the migration but one that has since then been removed. Sorry if there was any confusion on this and let us know if there is anything else we can clarify for you.
Hi,
I noticed that custom fields of multi-line does not show up in the macro editor and also saw the answer regarding this in the comments above.
I would like to have this option based on this use-case;
We have a support team that often need to add suggested solution texts to tickets and there is a custom field of type multi-line for this named "Recommendations". The agents should be able to apply different macros for different tickets of the same type based on Dynamic content that we have created, might be 5-10 different versions that would be usable and it is basically done on every ticket created.
The information has to be in a dedicated field and not as an added comment to the ticket.
Is there a workaround for this?
Best regards
/Micke
Hi all,
I too would like to be able to use the macros to set custom fields - I have two that need to be done, the Due Date and Next Step. Next Step is a short text field, and it should be easy to set in the way you would have the action "Subject = 'xxxxx'". The Due Date may be more complicated because I would like to tell it to do something like "today's date +2".
Being able to set the Due Date would be nice, but the next step being filled out in the macro is the much more crucial option for me. Is there any plan to add this functionality? I would need to use this 4-5 a week at least.
Thanks,
Evan
For custom fields added to a Macro: Is the Macro supposed to add the display value or the tag associated with the field when used.
We have a drop down field that when we add to a macro it displays the tag associated to that field and not the actual display value.
Example:
the display value in the ticket form is RC3 BBX ($548) but what shows on the macro is rc3_bbx___548_ (the tag associated to this display value)
Hey Bill,
The tag is expected to show up when you apply the macro. If you save the changes does this not also adjust the custom field in the ticket? If not, we'll definitely want to take a look at some examples to determine why it's not working as expected.
Let me know!
Thanks Brett,
Here is the field as it displays on the ticket form: (note Its the Repair Category Field)
Here is the ticket field
Here is the setup for the Mcro
Here this what displays in the comment field when you select this Macro
Hey Bill,
Can you edit your macro and try to use this placeholder instead? ticket.ticket_field_option_title_<field ID number>
That should display the actual value instead of the tag as shown in your screenshot.
Let me know if you continue to experience issues.
Thanks!
perfecto,,,thanks Brett
Emmaleigh already posed this question sort of but I'd like to get some clarification.
With the introduction of CCs and Followers, there is an Add Follower action for macros. This replaced Add CC since followers functions similarly to how the old CC functionality worked.
Is there a method to CC an agent in macros now? For example, if my macro includes the action Comment/description and also Comment mode: Public is there a way to CC someone not previously on the ticket using the macro?
I have tried using @mentions in the comment body but it does not resolve the agent and the agent is not CCed.
Hey Scott,
I did some testing on my own account and it looks like the option to CC an agent using a macro was replaced with the add follower action. It looks like at this time there's no setting that will allow for you to CC an agent through macros at this time.
I'll mark this as feedback so our product managers are aware the users would like to see this functionality return.
Cheers!
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