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Using macros to update tickets



Edited Jul 10, 2024


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42 comments

Newer Zen Desk Implementation.  We are noticing the "Take it" macro or another macro we created that is identical plus adding test to the comment works in the web browser but does not in the IOS (ipad) app.  All other macros seem to work accept assigning the current user.  Any suggestions for troubleshooting?

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Paolo

Zendesk Engineering

Hi Jonathan,
 
What I can suggest is to try disabling the "Try our new agent experience" first, see if the Macro will work while this is disabled, and re-enable it again. If it does not work, try reinstalling the app.

If the issue still persists after that, I'd recommend reaching out to our Support Team via the Widget here in the Help Center. More information here
 
Best,
Paolo | Technical Support Engineer | Zendesk

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We have plain text fall backs for most of our macros for SMS/Social media tickets. Now that those exist, the preview shows the plain text version even when agents are in an email. Is there a way to make the preview the rich content?

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Dane

Zendesk Engineering

Hi Jessica,

It's currently the expected behavior if you have plain text fallback.

Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!

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Can you perform a bulk update with a macro to many tickets at once? I know that you can edit many tickets at the same time, but I don't see the option to apply the macro to many tickets at once. 

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Dane

Zendesk Engineering

Hi Jeff,

You need to go to your views and select the tickets you want to update, click edit and apply the macro.

Please refer to Bulk Updating tickets.

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Was there an update over the weekend that unintentionally affected macro support in Firefox? Selecting a macro from the "Apply macro" list at the bottom of the ticket page now works about 5% of the time (or less). I've restarted my browser, closed all other programs, restarted my computer, disabled all browser extensions, and tested in a private Firefox browser window, but they no longer reliably work. 

Switching to Chrome saw the issue resolved immediately. The last Firefox update I installed was on January 11, and I made extensive use of Zendesk macros on both 1/11 and 1/12 with no issues, so I don't believe a Firefox change is responsible.

Curious if this is a known issue and if your team is working on a resolution. If you can think of any troubleshooting steps that I may have missed above, I'm happy to try them out. Using Chrome/Chromium isn't a viable long-term solution for me, so any info you have is much appreciated.

Thanks for your help!

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Dane

Zendesk Engineering

We did not have a change with macros. Upon checking our ticket history, we have one similar report for Firefox which is intermittently happening. They are currently using the Standard interface, they have switched to the Agent Workspace and haven't experienced the issue. If you are already using AWS, I would suggest to contact our support directly so that we can further investigate.

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Hello there, is it possible to create an Excel document where all the macro's are in?

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Hello there, is it possible to create an Excel document where all the macro's are in?

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Ivan Miquiabas

Zendesk Customer Care

Hi Nicole
 
Thanks for reaching out! 
 
While there is not a native export of Macros available, there is a process you can take using the API to do so. Essentially, the process involves:
 
  1. Retrieving your Macros via the API
    1. Make an API request to the following endpoint (where XYZ is replaced with your account's subdomain): XYZ.zendesk.com/api/v2/macros.json?per_page=99
      1. This request can be ran in your browser while logged into Zendesk, by copy/pasting the URL into the browser
    2. If your account has over 100 Macros, make additional requests to the same endpoint, with the added page= parameter, as the endpoint can only return a max of 100 Macros per request.
      1. Example request for page 2 of Macros: https://XYZ.zendesk.com/api/v2/macros.json?per_page=99&page=2
  2. When the results from the request[s] above load, save the them (cmd+s or cntrl+s)
  3. Upload your JSON file saved from step 2 to a JSON to CSV service, such as https://json-csv.com/
  4. Download the CSV from the site in Step 3

The steps above can also be found and referenced in this Post in the Zendesk Community.
 
 
Hope that helps! 

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Hi Thomas Vogler and Jonathan March ,
We have recently updated our Extended Macros app in the Zendesk marketplace to include additional actions not currently available in the default Zendesk macros.  As you’ve found out, Zendesk macros are unable to set numeric fields, so we’ve updated our macros app to do just that.  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!
Cheers ~~

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