Using macros to update tickets

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  • Quinn F.

    Hey there!

    I am trying to make an edit of one of the current macros as a piece of the macro is a process that is further out of date, and we have to manually go through and update the listed value with the new one when creating each additional ticket. I have tried going through and further cloning the macro but had received an error message, as well; I have also tried to create the macro from scratch, using the "Get Started" tab. My "Available For" section drop down is not providing any results, and further when saving the macro, I receive "Macro could not be created"

    Could you please provide assistance with this?

  • Heather Rommel
    Community Moderator

    Hi Quinn Fox,

    There might be something off with permissions on the macro creating/editing. Check with your Zendesk Administrator to make sure you have edit macros in your role and give them the link to the macro you're trying to edit. It might be that the macro is assigned to a group you don't belong in or something along those lines.




    I hope someone can help me.

    My macro looks fine when I create it, but when I use it for Facebook Messenger reply. It looks like this:

    <p>Hej JaTak</p><p><br></p><p>Det er godt at høre :-)</p><p><br></p><p>☑️ Du kan logge ind fra <a href="" rel="noreferrer"></a> på login-ikonet i toppen.</p><p>Der vil nu stå “Continue with Facebook”, med et grønt ”?”</p><p><br></p><p>☑️ Klik på det grønne ”?”

    What might I be doing wrong?

  • Thomas Vogler

    Why cant macros edit custom numeric ticket fields?

  • Nicole Saunders
    Zendesk Community Manager

    Hi Thomas -

    Macros can only update checkbox, drop-down, and multi-select fields. They cannot edit text or numeric fields; it's just not a part of the functionality they were built with.

  • Jonathan March

    Thomas, for what it's worth, a workaround that we use is to have the macro put a prominent reminder in the comment, about what field should be modified. Not as useful as what you're looking for, indeed, but for occasional use, it does the job for us.

  • Jared Vicencio

    how can I search for tickets that used a specific macro?

  • Heather Rommel
    Community Moderator

    Hi Jared,

    The only way I've found to do this is to add tags with the macros and then search on the tags (annoying, I know).


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