Using macros to update tickets

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34 Comments

  • Manish

    I also agree what Mr. Jared said. Please let me know if there is any update on this.

    Thanks

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  • Brett - Community Manager

    Hi Manish,

    As it turns out this functionality doesn't exist within our API and the agents will need to apply these macros directly within the agent interface. I would recommend posting this in our Product Feedback forum along with your use case to help gauge interest from other users.

    Thanks!

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  • Tony Arnold

    How do macros handle custom text that I enter? ie. If I apply a macro to a ticket, and edit what's shown there (say to add a coupon code or similar) does that same edit apply to the plain text fallback?

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  • Brett - Community Manager

    Hey Tony,

    If you were to make changes after the macro was applied to the ticket then those changes would reflect in the plain text fallback that is sent to the requester of the ticket. In the end whatever is shown in the comment box when you hit the submit button will be what is sent to the requester.

    Hope this clears up any confusion :)

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