Using macros to start side conversations



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Amy Malka

Zendesk Documentation Team

Edited Feb 26, 2025


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29 comments

Hello, when do you expect macros to be available within the side conversations themselves? Thanks


Any news on that? We want update / push side conversation using Text Templates.

 

Thanks.

 

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Bonjour,

 

J'essaie d'utiliser une balise d'objet personnalisé dans le champ “à”  mais je n'arrive pas à mes fins, j'ai essayé avec {{ticket.ticket_field_<idchamp>.<cléduchampsperso>}} /  et {{custom_objects.<nomdelobjet>.custom_fields.<cléduchampsperso>}} / et

  {{custom_objects.<object_key>.custom_fields.<field_key>

mais rien n'a fonctionné.

 

Est-il possible de reprendre une valeur d'un champ custom texte d'objet personnalisé dans une balise ?

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Stop the creation of Enduser profiles automatically when using Side Conversion.



We have the option to notify users via Side Conversation of the ticket status even if they do not have access to Zendesk. However, if I use this feature and send an email to someone who isn't a Zendesk user, their name and email address will be set to a Zendesk Enduser profile and tagged as "created for side conversation."Therefore, I generally need to only send notification messages to outside Zendesk users; we don't want this behavior.

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If I click on an email in the ticket and select “Forward via Email” the formatting of the attached email is preserved, but if i use a macro to copy in the dynamic field {{ticket.description}} (or similar), it breaks the formatting. is there a way to still use a macro but keep the formatting of the email when copied into a side conversation? i want to use it to send for example tables and they become unreadable.

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Hi Jay,
 
Normally, regardless if a user is added in the TO or CC field of the side conversation, that user should be able to receive it. There are several factors that may result into a CC'd user not receiving the email notification. It could be due to the allowlist/blocklist setup, probably you are permitting only added users to submit tickets, or there is an issue with the recipient's server. It would be best if you can provide specific samples and reach out to our Support Team for further checking.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Hi,

Regarding Side conversations via email, 
If you manually enter an email address into the To field, the email addresses you enter will become the recipients of a side conversation.
In the event that an external email is added to the
CC field, is there any chance that the recipient won't be able to receive it? Should the external email always be on the To field?
We had this instance when an external email was added to the CC field and the recipient claims that they didn't receive it.

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I've posted a feature request -- requesting that when we click Send on the side convo when running the macro, let it save the ticket too so our agents don't navigate away from the ticket before saving crucial info on the ticket.

https://support.zendesk.com/hc/en-us/community/posts/5577345576730-Save-ticket-updates-on-macros-for-Side-Conversations-and-reduce-clicks-and-errors- 

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Hi, 
Are there any future plans to allow agents to use a macro to open side conversations via Slack? 

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Thank you for your update, Tim! Yes, that is right, the thread ID is not yet possibly to be exposed. Appreciate your cooperation! 

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Hi Jupete, thanks for commenting. 

That's right essentially we are raising side conversations that are being responded to by 3rd party ticket management systems that strip out the message header, and create new tickets as a result. I found that with side conversations there is a hidden thread ID which is included as point 1 white text at the bottom of the e-mail. Including that in the response will ensure the thread is matched. But it sounds like this is not something that can be exposed, or altered via the templates and we will have to work with our suppliers around their system messages. 

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