Building macro action statements

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8 Comments

  • Shweta Gupta

    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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  • Shweta Gupta

    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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  • Stephanie Sweet

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

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  • Dave Dyson
    Zendesk Community Manager
    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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  • Jason Ortega

    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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  • Dave Dyson
    Zendesk Community Manager
    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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