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
13 Comments
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!
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
We've fixed the link in the article. Thanks, Corey Purves
The links for these articles say not allowed to view page:
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!
Could you add a resource about macro permissions? It's unclear to me what setting allows macros to be readable in the admin center.
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.
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.
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.
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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