Building macro action statements

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17 Comments

  • Krystene

    How do I set up a Macro to have the requester field automatically filled out?

    1
  • Meghan Howard

    Feature request - ability to add in end-user cc as part of the macro.

    0
  • James

    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.

    0
  • James

    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!

    0
  • Jake Crossin

    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?

    0
  • Brett - Community Manager

    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 :)

    0
  • Pablo Aguirre

    Why can't a Text custom field be filled in with a macro?

    0
  • Jessie Schutz

    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?

    0
  • Emmaleigh Carlson

    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?

    0
  • Silviu Cordea

    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!

    0
  • Devan La Spisa

    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.

    0
  • Jessie Schutz

    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?

    0
  • Jessie Schutz

    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?

    0
  • Krystene

    New ticket that is being created by agent that needs to go to specific requester. 

    0
  • Jessie Schutz

    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?

    0
  • James

    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.

    0
  • Jessie Schutz

    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.

    0

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