Using macros to update tickets Follow

Comments

19 comments

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    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 Schutz

    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.

  • Avatar
    Jessie Schutz

    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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    RichardClifton

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

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    Jessie Schutz

    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 Schutz

    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 J

    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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