Using macros to update tickets

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30 Comments

  • Jen Howell

    Not sure if it has been asked or answered already, but from the article it looks like you can create "folders" of Macros (in example, Flash Photography>). Is there instructions somewhere on how to do this?

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  • Colin Piper

    Hi @Jen. You create the folders by entering a double colon ("::") in the macro name. Something like Folder1::Macro1, Folder1::Macro2, Folder2::Macro3 etc

    This creates a nested list of the macros.

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  • Allen Hancock

    Following up on Jen's post from October 01, 2014 12:48, is there any option to set which problem the ticket will be related to?

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  • Jessie - Community Manager

    Hey Allen!

    I poked around in Macros and Triggers, and I don't see the "Linked problem" field available as an action anywhere. 

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  • Allen Hancock

    I know right?  

    We just sent out an invitation to a beta, the requests are all to be turned into Incidents attached to the master problem ticket.

    I've created the macro to tag things, set the right reply text, etc. We can make it an Incident, but it would be really nice to peg the right problem as well.

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  • Jessie - Community Manager

    That would be a really handy thing to have...I've experienced a similar pain point with linking problem tickets. I did some poking around, but I didn't find a thread on it in Product Feedback about it. I think that would be a really good suggestion to throw out there for the PMs, if you're so inclined. :)

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  • Jane Fleming

    Second that. I've wanted to use macros to link incidents to their problem ticket for some time. 

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  • Richard Clifton

    As an Admin, is it possible to view and edit an agent's personal macro?

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  • Jessie - Community Manager

    Hi Richard!

    Personal macros can only be viewed and edited by the agent who created them.

    Please let me know if you have any other questions!

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  • Tsvetan

    Hi, the new Macros have been updated today for our instance. What I don't really like is the MOST USED feature that you have placed. Please tell me how I can disabled this, and if there is no such an option, why you even putted it? Now when I use my keyboard shortcuts I always need to go through all these five, before navigating to the Macros that I really want ....

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  • Jessie - Community Manager

    Hey Tsvetan!

    It's not possible to disable it at this time. A number of people have given Erin, the Product Manager for this feature, the same feedback here. I'd recommend subscribing to that article so you can stay up to date on the conversation as Erin comes back with more information!

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  • Tsvetan

    Hi Jessie, Thanks. Just subscribed, let's hope we will have it available soon. Cheers

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  • Donato Dileo

    Hello,

    someone knows how I can set-up a trigger that apply a specific macro?

     

    Is it something that is avalaible for professional zendesk licenese?

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  • Erin Skovmand

    Hi,

    Is there an option to make a personal macro a shared macro, or do I just need to remake it? I try clicking the drop-down but it only shows "Only Me".

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  • Andrew Mills

    Admins can make a personal macro a group or global macro.  If you are not an admin - an admin could upgrade you temporarily to perform this action.

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  • Sean

    Hi,

    I am interested in knowing if we can have a select feature for the content of macros. That is for instance we use ***** and _____ for part of macros to fill in with relevant info, for example:

     

    Hello _____,

    Thanks for reaching out.... I see that we had delivered your package at ____pm/am.....

    Currently I have to select the "underscore section" and replace it with customers name. Is there a feature to just click on the section and have it start ablank to enter the details needed? I feel like we waste some time just selecting those sections. Sorry if my terminology is not correct! Thanks!

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  • Graeme Carmichael

    Sean

    Have a look at placeholders. You can automatically populate your macros with customer specific text.

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  • Antwain Jordan

    If I want to reassign a ticket to another department, example: Wrong depart to request a ticket from. How can I apply a Macro without worrying about it setting off a triggered event? I want to be able to manually apply the macro, then reassign.

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  • Keith @ Zendesk

    This would fully depend on the Trigger you're wishing to avoid and the Conditions of that Trigger.  If you know the specific Trigger that will fire if you use a specific Macro, what you could do is add a Condition to the Trigger to not Fire if it sees a certain Tag, like "dont_fire".  And then add an action to your Macro so that it adds a Tag the Tag, "dont_fire."

    That would keep the two form overlapping.  

    Hope that helps!

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  • Anne W.

    Hi, How can I alphabetize our macros automatically, rather than manually rearranging the order?

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  • Nicole - Community Manager

    Hey Anne - 

    To order them alphabetically in the agent-facing pick list, click the “…” context menu at the top of the macro list, choose Settings, and disable manual ordering. 

    Give that a try and let us know if it works or if any additional questions come up. 

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  • Andrew McIntyre

     

    Original Request:

    I've searched around and haven't found any discussion about populating public comments with standardized replies for common situations and managing the messages' content.

    My team has an extensive list of common replies that we copy from a separate platform and paste as a public comment to get started replying to a ticket. To consolidate our documentation and streamline our responses I would like to integrate the management of common public comments directly into Zendesk instead of storing the content in a separate platform.

    Unfortunately, I can't afford to migrate all of the content and run into some unforeseen issue that someone else has already discovered, including but not limited to:

    • There is a limit on the number of Macros that a Zendesk plan can support
    • A tool other than Macros that is tailored to managing standardized public comments that I haven't stumbled upon already exists
    • Template replies require constant modifications as new products are released and Admins can edit Macros but Team Leaders cannot edit Macros

    I have already considered running a small test with a select group of template replies but am not able to do that.

    My guess is that Macros that are nested according to a common topic, e.g. Desktop, Cloud, and Mobile, would be a good starting point for managing standardized replies for public comments within Zendesk, but I wanted to get a second opinion before I jumped down the rabbit hole.

    Any comments or questions are greatly appreciated.

    Thanks for your time

    TLDR; my team pastes common replies for public comments that are copied from a separate platform, but are Macros the best tool to manage the common replies to public comments within Zendesk?

    Simplified Response from Zendesk Support:

    ...I'm afraid to say you are correct - we at Zendesk would be recommending Macros for commonly used responses, and there isn't another native tool that would assist with this. If Macros are not quite what you are looking for, I would encourage you to check our marketplace for potentially a third party solution, but I'm afraid I don't know of a third party myself....

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  • Jessie - Community Manager

    Hi Andrew!

    Macros are definitely going to be the best tool for you. That's exactly what the feature was built for.

    I've never heard of anyone having too many macros...how many do you think you'd need? 

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  • Andrew McIntyre

    Hey Jessie,

    Good to know.

    I doubt we have so many ticket templates that Macros won't be able to handle it. The bigger problem will be getting agents to adopt the new system.

    Thanks for the confirmation,

    Andrew

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  • Jessie - Community Manager

    No problem, Andrew! Let us know if you need any more help. :)

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  • Troy Nelson

    Hello,

    We have a common issue with agents sending customers macros that have previously been sent to the same customer earlier in the thread. Is it possible to have a macro be blocked from being sent to a specific email if it was already sent within a certain timeframe? 

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  • Nicole - Community Manager

    Hi Troy -

    There is not functionality around blocking macros; we've typically found the best solution to this kind of problem is good old agent training to look through and see if the macro has been previously applied.

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  • Suzy Opgenhaffen

    How to extract all your created macros from zendesk?

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  • Love Penuliar

    Hello, Suzy!

    You can export Zendesk Macros into a spreadsheet by following the steps here: How to export Zendesk macros into a spreadsheet

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  • Jared McArthur

    I've been poring over the documentation, but haven't found an answer as to whether or not we can activate macros on a ticket via the API. This would be extremely useful in automating several of our processes.

    As a general example, say we have MACRO A that adds a comment to a ticket, and ticks off a checkbox (basically adds a tag that a certain task has been completed.) I would like to enable my users to fire MACRO A from an app built in-house that we use to process a certain class of tickets, without having to go back into the Zendesk GUI and opening the ticket, and clicking Apply MACRO A.

     Is this functionality supported anywhere?

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