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Building macro action statements



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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14

14 comments

Hi,

Does using "Set Subject" creates a new ticket or just changes the subject of the entire ticket for the agent. Also can you let me know what would be the end customer experience on this one?

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Brett Bowser

Zendesk Community Manager

Hey Shweta,

Using the Set Subject action will change the subject of the ticket and not create a new ticket. The customer would then see the new email subject when the agent responds and changes the subject of the ticket.

Hope this clears up any confusion!

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Hi Brett,

 

Thank you for the prompt response. This helps. Just confirming that the customer will have an updated subject within the same email thread, right?

Also, if this is the case, what are the possible usecases for Set Subject then?

Thanks :)

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Brett Bowser

Zendesk Community Manager

Hey Shweta,

Just confirming that the customer will have an updated subject within the same email thread, right?

This will most likely depend on the email provider the customer is using.

What are the possible usecases for Set Subject then?

I've seen this Set Subject action used more for internal purposes honestly. For example, we use the Set Subject when working with a Chat ticket so we can update the subject with the context of the Chat conversation instead of the subject just saying "Chat with (First Name, Last Name).

Let me know if you have any other questions!

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Are there any plans to add the ability to link incidents to Problems with macros in the future? 

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Hi Stephanie –
 
I'm not aware of plans to do this, so for visibility to our product team, please post your idea to our Feedback - Ticketing System (Support) topic, using our Product Feedback Post Template to format your post. Thanks!

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Hi ZD Team,

Is there any way to choose custom ticket fields or is there a limit on which type of ticket field is available to interact with Macro Actions?

 

For example, it appears that our custom ticket fields like checkboxes or dropdowns show up in actions but not multi-line fields. We see a similar behavior when trying to reference in views or triggers.

Is there a workaround or is this intended?

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Hi Jason – That is as intended; only certain field types are available. (Fwiw, in addition to checkboxes and drop-down fields, multi-select fields can also be set via macros – I'll ask our documentation team to update this article.)
 
There's a product feedback request for being able to set text fields via macros – I recommend upvoting and adding your use case here: Feature request: ability to set text inputs on custom form fields through macros.

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Hello,

When adding an blurb text for an email to a Macro and using:

Comment/description The text of ticket comment, and email notification.

Do you also have to include:

Comment mode Public or Private. Only agents can view private comments.

Comment mode = Public so that this fires the email when saving the ticket? Or can you just use the Comment/Description which natively puts the content of your macro into the Public reply box.

Thank you!

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Joyce

Zendesk Customer Care

Hey Jameela,
 
"Comment mode" is optional when using "Comment/description" in a macro. Though this condition is not required, it has an advantage when both conditions are added in a macro. If you need to make sure that the macro text will be posted as a public or private reply, the comment mode automatically switches the composer based on the condition set when the macro is applied to the ticket. 
 
Without the comment mode condition, the content is not natively added as a public reply. The comment will be placed on the channel selected in the composer when the macro was used in the ticket.
 
Hope this clarifies!

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I don't have the option to create my own macros.Is it something wrong with the Zensesk or is it something else?

Please advise.

 

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Joyce

Zendesk Customer Care

Hi Faruk,
 
We saw that you posted the same question in the article Creating macros for tickets. We created a ticket for this question and we will assist you further via email.
 
Thanks! 

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Hi

 

We are on the new cc and followers platform. I need to add a macro to cc a partner in a communication to the end user. I see from the article this is not available. What is the work around?

 

Please advise. 

 

Thanks!

Dana

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Hi all,
We have recently updated our Extended Macros app in the Zendesk marketplace to include additional actions not currently available in the default Zendesk macros.  The app is free to use, so go ahead and visit the app page here to download it and get started.  For more help, you can read the app set up guide here.
@Stephanie Sweet - As you’ve found out, Zendesk macros are unable to link incidents to problem tickets, so we’ve updated our macros app to do just that.  Hopefully it can help you out.
@Jason Ortega - we found the same limitation that you did; by default, we are unable to update multi-line fields via macro.  So because of that limitation, we’ve updated our macros app to be able to fill in those fields.  Feel free to check out the app and see if it can help you.
@Dana B - currently, with Zendesk default settings we are unable to add CCs via macro.  So we’ve updated our macros app to do just that.  Please give it a try and see if it can resolve your issue.
Feedback is welcome!
Cheers ~~

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