Creating macros for tickets

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48 Comments

  • Kate Horner

    @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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  • Chris Hynes

    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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  • Chris Hynes

    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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  • Chris Hynes

    @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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  • Jared Pease

    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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  • Zachary Drake

    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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  • Jared Pease

    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.
     
    1
  • Darren Taylor

    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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  • EmbarkVet

    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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  • Aoife O'Neill

    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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  • Carly Files

    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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