This article provides a list of resources to help you learn about macros and use them in your account.
Documentation
- Creating macros for repetitive ticket responses and actions
- Building macro action statements
- Creating macros from existing tickets
- Organizing and managing your macros
- Using macros to update tickets
- Using Liquid markup to support multiple languages in automations, macros, and triggers
- Using macros to start side conversations
- Enabling and disabling suggested macros
- Using suggested macros
- Creating macros from macro suggestions for admins
16 comments
Mandy
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Brett Bowser
Thanks for bringing this to our attention! Can you try accessing this link instead? How to export Zendesk macros into a spreadsheet
That should get you what your looking for :)
I'll also let our documentation team know that this article needs to be updated with the correct link.
Cheers!
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Corey Purves
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Dave Dyson
Thanks for the heads-up! I've alerted our documentation team so they can update that link. In the meantime, here's where to find that post: Escalation Process & Macros Template
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Jennifer Rowe
We've fixed the link in the article. Thanks, Corey Purves
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Ola Timpson
The links for these articles say not allowed to view page:
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Brett Bowser
Thanks for taking the time to share this with us! I'll pass this along to our documentation team so they can get this taken care of.
Cheers!
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Jennifer Rowe
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CJ Johnson
Could you add a resource about macro permissions? It's unclear to me what setting allows macros to be readable in the admin center.
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Gabriela Manarim
Hello, I would like to know if is it possible create a macro with an action to send a email to the same addressee and copies.
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Anne Ronalter
this is unfortunately not possible.
Macros can only make updates to tickets after the ticket has been submitted, therefore they can not action like Triggers or Automations.
"Triggers within Support fire when other specific actions took place."
"Automations within Zendesk Support are specifically time-based."
Depending on your use case, Using macros to start side conversations might be an option.
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Gabriela Manarim
Oh perfect, thank you for the answer.
It was the soluction I adopted : creating a macro who opens a side conversation for email, with the adresses defined. Just wasn´t possible to define the copies.
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Nora
I would like to create a macro with requested fields in bold but the response in regular text. Have done this before but forget how. Already tried unbolding the space after the bolded - doesn't stick- also tried using ** before and after.
Example (the bolded would be in the macro - the non bold are after macro is applied:
Name: Susie Cream Cheese
Product: Shoes and Clothes
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Parker
Hey, I recently created a macro, then when circumstances of its use changed slightly, I edited the macro. I seem to recall in the past that editing macros was very easy, but not so anymore. Once I followed the instructions for editing and then refreshed my page repeatedly, I still only get the original version of the macro when I try to use it. When I look at the macro in the list of active macros, the edited version always shows up. What is going on?
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James Skene
Hi
Is it possible to have Macro's become available once certain criteria are set? I know it is not possible for conditions to be set and the macro be applied but I'm looking to achieve something similar as I am hitting an issue with my SLAs.
Background:
We are only measured against our first response time so the First Reply Time is the crucial SLA metric from a contractual standpoint. This is configured correctly and works in general. To ease the repetitive task of sending a first response email, we have 2 macros with slightly different text, 1 for an Incident and 1 for a Task/Request.
The Problem:
When a ticket comes in and an agent picks it up, they fill in the details, pick the relevant macro and 'Submit as New' in one action. The details are saved and the email is sent BUT the First Reply Time SLA is never assigned.
If the agent fills in the details, submits the ticket as New and THEN assigns the macro and sends the email, the First Reply Time SLA is assigned to the ticket.
Obviously, I have a fallback and can ask my team to commit the field changes and then apply the macro but ideally I would like to get it working where they can save the changes and apply the macro in one action and less clicks.
Has anyone came across this before and found a solution?
Thanks
James
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Jennifer Rozenberg
Can you add a logo to a macro (comment/description)?
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