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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 comments

@Riah Lao https://support.zendesk.com/hc/en-us/articles/4408844187034/comments/5110729427354
If you toggle back to private, the message would still be there and you could copy paste but it won't automatically. I noticed that too. You can edit your macro though to be set for public comment.

Just add an action to your macro.

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Looking in the keyboard shortcuts, it says ctrl + alt + m maps to "Open macro box". I would expect this to open the "apply macro" box at the bottom of the screen and allow me to start typing a macro name to find it. But nothing seems to happen.

Am I missing something here?

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Colleen Hall

Zendesk Documentation Team

Hi Chris Hynes,

Thank you for your question! I confirmed with our product team and the ctrl + alt + m keyboard shortcut should open the apply macro box. Make sure that you have your cursor in the composer before typing the keyboard shortcut.

If you have Agent Workspace enabled, you can also apply macros with keyboard shortcuts by typing a slash "/" in the composer. See Applying macros with a keyboard shortcut for more information. 

If you continue to experience this issue, please let me know and I will open a ticket for you so we can investigate further!

Thank you!

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No, ctrl + alt + m doesn't work for me. Strange, I wonder if there's something about our instance -- I recall it not working when I tried in the past either. File a ticket if you could -- be good to figure that out.

I am able to do the "/" shortcut in the composer to do an inline macro, so at least that's a workaround for now.

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Colleen Hall

Zendesk Documentation Team

Hi Chris Hynes,

I'm sorry to hear that it's not working! I've opened a ticket for you so that we can look into this and get this figured out soon.

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Zac Garcia

Zendesk Product Manager

Hi Chris Hynes - sometimes, apps installed on your computer (or custom keyboard shortcut combos set in the operating system) can interfere with the Zendesk keyboard shortcuts. Settings in the operating system and native apps almost always take precedence over browser apps. It's mentioned here but we'll work on making that knowledge more visible and easily discoverable!

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@Zac -- yep, that's exactly what it was. After some research I traced what was causing it -- Nvidia's software takes Ctrl + Alt + M by default: https://superuser.com/questions/1282799/what-is-preventing-ctrl-alt-m-from-reaching-intellij-on-windows-10

So that shortcut likely doesn't work for anybody with an Nvidia card. You don't think about it because those keys are typically only used inside full screen games, but apparently Nvidia's handler eats the keys all of the time even if a game isn't running -- with no indication that the key was pressed. 

As soon as I disabled that overlay on Nvidia's settings, Ctrl + Alt + M started working on Zendesk! 👍

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I would truly like to see a more capable editor for macros. I would like the ability to add color to text, inline images and text alignment (left, right, center) 

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I'd like to make a macro that adds both a private comment for internal use, and a public comment that is sent to the requester. For example, I'd like one Macro "XYZ issue" to add the following comments to the ticket:

Public:
"We are sorry you are having trouble with XYZ. We are working on fixing it for you."

Private:

"To fix the customer problem with  XYZ, go to our internal documentation <here> and follow the XYZ debugging procedure. Make sure not to expose sensitive issue ABC to the customer."

Is this possible? 

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I too would like to be able to have both an internal comment AND a public comment. I am seeing this doesn't seem possible from my attempts.

My reason is that I would like the public comment to be seen by the customer and the internal comment to be tips, procedures, or a note that would assist the customer support rep who was working on that specific issue the macro addressed. 

Is there any way to pull this off? 

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Gabriel Manlapig

Zendesk Customer Care

Hi Zachary,
 
At this time, we don't support putting a public and private comment at the same time with macros. You will only be able to add one comment at a time, either internal or public.
 
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
 
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 

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Anyway to have a macro prepopulate the company/organisation name field? Saves us from having to write the company name each time.

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Gabriel Manlapig

Zendesk Customer Care

Hi Darren,
 
Macros actions are typically pre-defined inputs, which corresponds well with a dropdown field composed of a set of defined options to select from. I can imagine, it would be incredibly helpful to be able to use Macros to pre-populate Organization / Company text field. 
 
I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
 
Thank you!
 

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What is the difference between "Add Tags" and "Set Tags" when creating or editing a macro?

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Gabriel Manlapig

Zendesk Customer Care

Hi EmbarkVet,
 
The Add tags action in both triggers and automations allows you to add one or more tags to the existing tags that are already assigned to your ticket.
 
The Set tags action removes all existing tags and replaces them with the tags you select in your business rule actions. 

For reference, please see this article: What is the difference between Add tags and Set tags in business rules?

I hope that helps. Thank you!
 

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What does the optional description field do? Can agents see it when they preview macros in tickets?

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Colleen Hall

Zendesk Documentation Team

Hi Aoife O'Neill,

Yes, that's correct! The description displays when an agent previews a macro. For more information, please see Previewing macros.

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It would be useful to include cc's for non-agents in macros. This would help our team make sure all of the client's team members are included on tickets.  We often have requests from clients to do this and automating the process would make it easier to manage.

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I don't have the option to create my own macros.

When I go to the Agent's toll it not offering me option Macros.

The only option that is applicable is View.

Is it removed by Zendesk or something else is wrong?

Please advise.

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Joyce

Zendesk Customer Care

Hello Faruk,
 
As your question requires us to check your account permission, I created a ticket for you and we will continue to assist via email. 
 
Thanks!

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Are we able to add the value of the custom field to the macro in comments? 

When attempting {{ticket.ticket_field_<code>}} it doesn't seem to work.

It is not a good idea to have twelve macros that are identical, only varying the name of the product.

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Joyce

Zendesk Customer Care

Hello Hanna,
 
You can use the custom field placeholders to add a custom field value in your macro comments. The following placeholders are the ones you can use depending on the ticket field type:
Ticket custom fields: {{ticket.ticket_field_<field ID number>}}
Ticket custom drop-down fields: {{ticket.ticket_field_option_title_<field ID number>}}
Ticket custom multi-select fields: {{ticket.ticket_field_<field ID number>}}

 

Note: The {{ticket.ticket_field_option_title_<field ID number>}} placeholder displays the title of the selected options while {{ticket.ticket_field_<field ID number>}} displays the tags associated with the selected options.

 

When you apply a macro containing a placeholder to a ticket, the placeholder is evaluated according to what is currently true about the ticket. If the output of the evaluation returns any information, it is added as a ticket comment. For example, if a macro that returns the ticket ID is run on a ticket that has not been saved (and therefore has no ticket number yet), the ticket comments will not be updated. The macro is not re-evaluated when the ticket is saved.
 
You can also visit the article Using Placeholders for more information.
 
Hope this helps!
 
 

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If a macro was created by a specific person who has since left the company. Is it possible to see the macros he made? How?

Are those macros still available if his user in Zendesk is disabled? or will it be removed?

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Noly Maron Unson

Zendesk Customer Care

Hi NJ,

Shared macros will not be deleted and can still be used by other agents but personal macros will be permanently deleted if you delete or downgrade an agent.

Hope this helps.

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With regard to the attachments functionality, once an agent adds file to a comment on a macro, is that stored on the Zendesk platform, or does the file need to remain static in the local directory at the point where it originally attached?

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Noly Maron Unson

Zendesk Customer Care

Hi Chris,

Attaching a file to macros will save it in Zendesk and the file does not need to be present in your local directory as long as the macro is already saved. 

Hope this helps.

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Patrycja Walencik

Zendesk Product Manager

Hi All, 

We're currently working on enhancing our features at Zendesk, and one area we're focusing on is identifying and managing duplicated macros. Your insights and experiences are invaluable, and we would greatly appreciate your input.

We're interested in understanding your experiences with duplicated macros. Could you provide us with examples of duplicated macros that you've encountered? 

To aid in this, we kindly ask for the following:

Screenshots of 2 or more macros recognized as duplicates indicate which one was deleted or archived and why. Understanding why these macros have been recognized as duplicates and what factors influenced these decisions would be incredibly helpful. Additionally, we'd like to know which factors you consider when deciding which macro should be retained and which one should be deleted.

Please note that your privacy is our utmost priority. To ensure this, we ask that you send this information directly to me at patrycja.walencik@zendesk.com rather than posting it publicly.

We look forward to your insights and thank you in advance for your valuable contribution to this feature development.

Best, 
Pati

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I have created a few macro's for responding to frequent queries. However, only 14 are visible to the agents. It is active, and set to All Agents. Any ideas what could cause this? 

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Ivan Miquiabas

Zendesk Customer Care

Hi Vinny Quinn,
 
Thanks for reaching out! Can you confirm if those macros are Shared or personal? Also, can you share a screenshot of where agents are seeing this? 
 
 
Cheers

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Hello ZD Team,

I'm an agent and when I try to add macro using this “create macro” button here and follow the steps and hit “create”, it always shows “macro created” but I'm not able to see it anywhere in my macro list. Am I entering the wrong site? I'm not able to see “personal macros” as an option here.

 

Thank you!

 

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