Using macros to update tickets

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23 Comments

  • Quinn Fox

    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    I am trying to make an edit of one of the current macros as a piece of the macro is a process that is further out of date, and we have to manually go through and update the listed value with the new one when creating each additional ticket.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?

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    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.

    Thanks,

    Heather

    0
  • RASMUS

    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="http://www.easylivesales.dk" rel="noreferrer">www.easylivesales.dk</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?

    0
  • Thomas Vogler

    Why cant macros edit custom numeric ticket fields?

    0
  • 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.

    0
  • Jonathan March
    Community Moderator

    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.

    0
  • Jared Vicencio

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

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    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).

    1
  • Micah Brown

    I'm curious if there is shortcut method to inserting Macros. Instead of "clicking" on the macro, typing in a hash and then the title of the macro:

    #usethismacro

    Upon hitting enter, the macro text would fill the space.

    I understand that not all macros have text, but being able do that for the ones that do have text would speed things up greatly.

    I'm one of those people who prefers to keep my hands on the keyboard as much as possible and leave the mouse resting peacefully as much as possible.

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi MIcah -
     
    Yes, you can use: crtl alt m  to open the Macros box (or crtl option m on a MacOS keyboard). 
     
    Here's how you can find (and enable/disable keyboard shortcuts in Zendesk): Viewing and deactivating keyboard shortcuts
    0
  • Elizabeth A

    Hi, 

    is there a way I can automatically limit the number of characters in my macros? eg 100 characters so that when the characters are above this number the macros will not save or I will be notified?

    0
  • Joyce
    Zendesk Customer Care
    Hey Elizabeth!
     
    The limit for any text input field, including Macros, is 63,000. This limit cannot be adjusted as this is standard across all accounts.
    0
  • Mike Nicholls

    Hey all,

    Im currently trying to find the cause of a bug that is rather sporadic (10 x a day for one agent). Issue reported by several agents. 

    Use case:

    1. Agent uses macro 1 to send a ticket to customer A.
    2. Agent opens new ticket for customer B, simply on opening it populates fields (comments, tags, etc) with data from customer A.

    Are there any known issues that may cause this ? Zendesk or my configurations.

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Mike, 

    Are you experiencing the same when using incognito, or after clearing cache and cookies and logging in on a different browser? If yes, can you capture a har file or a video of the issue? If yes, I would suggest that you initiate a conversation with us so we can take a closer look. 
    0
  • Quinn Fox

    In regards to Mike Nicholls comment,
    I had personally experienced this as well and had found that these were drafts of unfinished tickets that had been further closed (they were no longer needed). I further tried closing and creating new tickets until I had further cycled to a blank one, which had worked, although I figured this had not been a resolution. I had further cleared the cache and the cookies, and this had seemed to rectify the issue, starting myself off with fresh tickets. I had not seen anywhere to view my drafts, and normally when closing tickets it states that changes shall be lost.

    0
  • Camilo Gomez

    If we update the fields that are used in a form and remove some of the fields that get updated by some of our macros would the macros fail due to not finding that field on the form? 

    Did some preliminary test and it does not seem to affect the processing of the ticket but I just want to confirm if there are any issues associated with this or would we have to audit our macros and remove any mention of these fields. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Camilo,
     
    In my experience, a macro (or other business rule - trigger, automation, or view) that includes a deactivated/deleted ticket field will still include the instruction that referenced that field, but it will be skipped in processing. 
     
    For some additional info and best practices and caveats, see Understanding how creating, deactivating, or deleting ticket fields impacts tickets
    0
  • Ben Ellis

    Hello, 

    I've noticed that if 'light agent' applies a macro, then all other actions that should be followed to it (if were configurated) do not activate. How can we mitigate that, please? 

    0
  • Fellipe M.
    Zendesk Customer Care
    Hi Ben,
     
    Please note that Light Agents have some limitations. If the action present in the macro is one of the limitations listed in the article, then it won't be executed due to the role restriction. If the actions aren't listed as a limitation, then it's better you raise a ticket with Zendesk Support to investigate it further.
    0
  • Carl Hajal

    Can I get a macro to submit a ticket? in other words, can I apply the macro so the email will be automatically sent without having to click the submit button? 

    Thank you

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Carl -- no, that's not possible. Macros can only make updates to ticket that require submission to take effect, and outgoing emails are controlled by Triggers, which only operate once tickets are updated (or created to begin with), or by Automations which operate on an hourly basis. 
     
    Depending on your use case, it might be worth looking into Side Conversations: About side conversations
     
     
    0
  • Katia Las Heras Uría

    Hello!

    How can I create a macro that allows our customers to change their response in a satisfaction survey?

    I mean, if the customer wants to change their initial rating?

    Thank you!

     

     

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Katia,
     
    As long as the user's ticket is not Closed, they can change the satisfaction rating on the ticket by going to the ticket's request page in your help center. You can include a clickable link to their ticket by including #/10870850 or /https://support.zendesk.com/hc/requests/10870850 in a public comment added via a macro, and if they click that link in their email, they'll be taken to their request page in your help center (they'll be prompted to log in if they're not already logged in at that point), and assuming they've already submitted a CSAT rating and the ticket status isn't Closed yet, there will be an option for them to change their rating.
     
     
    0

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