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Creating macros for repetitive ticket responses and actions



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Aimee Spanier

Zendesk Documentation Team

Edited Dec 20, 2024


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69

69 comments

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Patrycja Walencik

Zendesk Product Manager

Alex Wang,  I can only suppose what kind of issue could be here, please try use dedicated filter: Available for: you, and check if you see your macros. 

Best, 
Pati 


 

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Thank you so much, Pati!

 

I'm able to see these macros right now, but still not available to apply these to tickets-- on ly shows public macros in “apply macros” drop-down section. Is there anything else I have to do?

 

Thanks!

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Is there a way to see reporting for Macros? I would like to see how many times a Macro was used in a specific time-span. This will show us areas where we can improve over a period of time.

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Patrycja Walencik

Zendesk Product Manager

Alex Wang unfortunately any solution doesn't come to my mind right now. Please contact with us via chat bot, the ticket will be created and someone from the team try to investigate what is going on. Thank you 

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Taylor I simply add tags to any macros created e.g. trigger/1234567 or whatever naming convention you want. Then that tag is added to the ticket when used - and then simply use explore as normal using the tag field for filtering or listing etc

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I've created a macro to action the following: leave an internal note, remove a single tag, and also change the priority to normal. The macro is not working to change the ticket priority from urgent to normal. I've checked the events to confirm this. Any suggestions? Thank you

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Can images be added that are hosted externally so the image isn't included in the actual email contents? Similar to how account wide signatures work?

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Hi I was wondering if there is an easy way or an explore report I can create to view the say top 10 most used chat short cuts? Or I guess macros? I can not seem to find that info in the Admin Center. Thanks!

 

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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.  Feedback is welcome!

Catherine Michalak and Carly Files - as you’ve found out, Zendesk macros can’t add CCs.  So we’ve updated our macros app to do just that.

William Ko - We’ve also noticed that multiline text fields can’t be set by Zendesk macros, which is why we’ve added the ability set multiline fields in our Extended Macros app.

Darren Taylor - from what I can see, your Company name field is a custom text field.  Currently, Zendesk macros don’t support setting custom text fields, but you can use our newly updated Extended Macros app to set those fields.

Cheers ~~

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