Creating macros for tickets

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19 Comments

  • Tony Williamson

    As an Admin, how can I see my individual agents' personal macros and vet them?  I have found how t disable personal macros going forward but need to remove/corral existing macros before the policy change...

     

     

    1
  • Catherine Michalak
    Community Moderator

    Hi there,

    Just want to clarify that reference to being able to add CC's in macros is actually referring to what is now known as Followers correct?

    We do have a few cases where we'd like to use macros to add actual CC's (non agents) and that doesn't seem possible although mentioned in this article under:

     

    Macros can perform tasks:

    • Add comment text
    • Update ticket fields
    • Add or remove ticket tags
    • Add CCs
    • Change the assignee
    • Set the ticket subject
    • Add attachments to ticket comments
    1
  • Dana

    Hi

    Text formatting is missing for the Message box - the icon as well as you cannot use Ctrl B, etc.

    Thanks!

     

    0
  • Beau P.
    Zendesk Customer Care

    Hello Dana,

    The text formatting options described in this article will not appear in a macro's comment field unless you've enabled rich content as described here: https://support.zendesk.com/hc/en-us/articles/203661586-Enabling-Markdown

    Once you've verified that this is turned on, refresh your session and you should see the Text icon and a rich content composer appear within a macro's configuration page.

    Beau | Customer Advocate | support@zendesk.com

    Ask our Zendesk Community

    0
  • Wismann, Leigha

    How do I link a tag to a Macro if the Marco was created first instead of the Ticket Category?

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Leigha -

    If I'm understanding you correctly, it sounds like you want a macro to set the value of a custom drop-down field? If so, the drop-down field should appear as an option in the Actions menu when you edit the Macro. If you've just changed the values in the drop-down field, it's possible you may need to refresh Zendesk by reloading the browser page that Zendesk is in (or just closing that browser page, opening a new one, and returning to Zendesk that way) so that the Actions menu has the up-to-date custom field values.

    If that's not the problem you're facing, can you add some more specifics about what you're trying to do, and what you're seeing? Thanks!

    0
  • Dana

    Hi

    I am trying to create a macro with action "comment/description"  then "side conversation" to sent to accounting to advise they can bill, then change the status to solved.  When I run the macro, only the comment/description and changing the status to solved are performed. Is there a limitation to the macros?

    Please advise.

    Thanks,

    Dana

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi Dana,

    Unless I'm misunderstanding what you're trying to do, you should be able to use a macro to start a side conversation, per the instructions here: https://support.zendesk.com/hc/en-us/articles/360001917147-Using-macros-to-start-side-conversations

    Check that out and let us know if that solves the issue, or if you need more assistance.

    0
  • Dana

    Thank you, Nicole.  I reviewed the article however, I do not see what I am looking for.  Basically, I am looking for a macro that would engage our accounting department via a side conversation as well as respond to the client via a comment sent to them. I have tried this macro, however, it does not create the side conversation to accounting. Please advise if I can create a side conversation as well as a comment to the requestor.  Thanks!

     

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  • Ahn Letran
    Zendesk Customer Care

    Hey, Dana!

    Thanks for checking out what Nicole had advised. I've found out that you can indeed create a macro to include a comment/description to send out to your customers, and open a Side Conversation depending on which channel you choose. However, this only applied towards existing, open tickets. You may have been trying to apply your created macro on a new ticket (which I am creating on my end). You can test this out and let us know if you need further help.

    Cheers!

    Ahn L. | Customer Advocacy Specialist

    0
  • Ian Marston

    How do i use explore MI reporting to show me which macros have been used by which tickets, doesnt seem an obvious way to pull macro usage in the first place to even consider drilling in.

    I appreciate you can get a total usage number from below, but what i want to do is have the number of times a macro has been used, and by which tickets

    I did consider adding in tags to each macro, but with so many already existing macros, that would be laborious.

    Thanks

     

    0
  • Yash Churihar

    Hello there is no macro option under Agent tool when logging in workspace.

    What to do now

    0
  • Brett Navarro

    Every time I try to update or create a new macro doesn't allow me to do it.

    When I click on save I get this message 'Macro could not be updated:"

    But it doesn't tell me why it couldn't be updated.

    Can anyone help me with this, please?

    0
  • William Ko

    I am trying to update a marco and I found some of the fields which is a multi-line field that I cannot set the details in macro in order to close the ticket with the field updated in 1 go... 

    Is multi-line field supported in macro?

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  • Gabriel
    Zendesk Customer Care
    Hello William! 

    I hope all is well! In the macros's action, you can use custom fields that set tags: drop-down list, multi-select, and checkbox). You can select the drop-down list values, multi-select options, and Yes or No for checkboxes.

    I case your field is supported, and this is still not displaying for you, please kindly reach out to our Support via these instructions so they can further look this for you!

    I hope this helps! 
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  • Casey Keefe

    Hey Zendesk! Any way to view which Agent/Admin created a specific macro? Perhaps through Explore?

    Thanks!

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  • Dave Dyson
    Zendesk Community Manager
    Hi Casey, 
     
    On Enterprise plans, this can be seen in the audit log: Viewing the audit log for changes
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  • Casey Keefe

    Thank you Dave Dyson !

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  • Dave Dyson
    Zendesk Community Manager
    Glad to help, Casey!
    0

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