The table below describes the actions available when creating macros for your support tickets.
Using macros, you can set ticket properties, add or modify tags, and add comments. Select an action using the drop-down menu, then select or enter specifics in the associated drop-down menu or text entry box.
|Set subject||You can use this action to replace the ticket's current subject.|
Note: If you’ve activated custom ticket statuses, existing system ticket statuses become status categories. If you have existing actions that use Status, they’re updated to the default ticket status of the corresponding Status category.
The ticket status can be set to the following:
Open indicates that the ticket has been assigned to an agent.
Pending indicates that the requester has been asked for information and the ticket is therefore on hold until that information has been received.
On-hold means that the support request is awaiting a resolution from a third party, someone who is not a member of your support staff and does not have an agent account. This status is optional and must be added (see Adding the On-hold ticket status to Zendesk Support in the Administrator Guide).Solved indicates that the customer's issue has been resolved. Tickets remain solved until they are closed.
Note: If you’ve activated custom ticket statuses, system ticket statues and any ticket statuses you create are grouped into status categories. Each status category has a default ticket status. See Managing ticket statuses.
The status category values are:
New is the initial status category of a newly created ticket (not assigned to an agent).
The Open status category is for grouping ticket statuses that indicate when tickets are ready to be worked on by your support team.
The Pending status category is for grouping ticket statuses that are used to indicate that the support team is waiting for the requester to reply.The On-hold status category contains ticket statuses used to indicate that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status category is optional and must be added to your Zendesk (see Adding on-hold ticket status to your Zendesk).
The Solved status category contains ticket statuses that indicate that the customer’s issue has been resolved.
The Closed status category contains the Closed system ticket status that indicates that the ticket has been locked and cannot be reopened or updated.
|Ticket status||If you’ve activated custom ticket statuses, you can select system ticket statuses and new ticket statuses you created in macros.|
|Form||Your ticket forms are available as actions. Select a specific form.
See Creating ticket forms to support multiple request types.
|Priority||The priority can be set to Low, Normal, High or Urgent.|
The type can be set to the following:
Incident indicates that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket.
Problem is a support issue that needs to be resolved.
Task is used by the Support agents to track various tasks.Note: It's currently not possible to link incident tickets to problem tickets or set task due dates using the task action in macros.
You can set groups to any of the following:
(—) is used to unassign a group (if one has already been assigned)
(current user’s groups) is the group to which the agent who is updating the ticket belongs. If the user belongs to multiple groups, the macro makes a series of checks to determine which group should be used. Group priority is determined as follows:
You can set assignee to any of the following:
(current user) is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated.Assignee name is the actual name of the person assigned to the ticket.
|Set tags||The tags you want to insert into the ticket. The set tag action replaces the current tags. Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales).|
|Add tags||The tags you want to add to the existing list of tags (if any). Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales).|
|Remove tags||The tags that you want removed from the existing list of tags contained in the ticket (if any). Tags must be separated with spaces.|
|Comment/description||The text of ticket comment, and email notification.|
|Comment mode||Public or Private. Only agents can view private comments.|
|Side conversation||Use this action to start side conversations and ensure that key information is included automatically when conversations are started. See Using macros to start side conversations.|
|Custom fields||Custom fields that set tags (drop-down list, multi-select, and checkbox) are available as actions. You can select the drop-down list values, multi-select options, and Yes or No for checkboxes.|
|Add follower||You can use this action to automatically copy a specific agent to the ticket or
the (current user). You cannot use this action to copy an
This action is Add CC if you have not migrated to new CCs and followers experience.
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?
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!
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?
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!
Are there any plans to add the ability to link incidents to Problems with macros in the future?
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!
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?
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.
When adding an blurb text for an email to a Macro and using:
Do you also have to include:
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.
"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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