Macros resources

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14 Comments

  • Anne Ronalter
    Zendesk Customer Care
    Hello Gabriela,

    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.
    1
  • Brett Bowser
    Zendesk Community Manager
    Hey Mandy,
     
    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!
    1
  • 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. 

    1
  • 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.

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Ola,
     
    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!
    0
  • Jennifer Rowe
    Zendesk Documentation Team
    Thanks for letting us know, Ola!  I've removed the dead links. They were old community tips that have been archived for various reasons. Sorry about that!
    0
  • 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?

    0
  • Dave Dyson
    Hi Corey –
     
    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
    0
  • Mandy
    0
  • Jennifer Rowe
    Zendesk Documentation Team

    We've fixed the link in the article. Thanks, Corey Purves

    0
  • 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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  • Corey Purves
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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.

    0

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