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One action that is very beneficial to speeding up your ticket automation setup is to create Macros. Macros are a defined sequence of actions you can set up within your CRM to carry out a few repetitive tasks at the push of a button.
How to Set up a Macro in the Ultimate Dashboard?
To set up a macro within the ultimate dashboard, follow the steps outlines in the actions document here.
How to Set up a Macro in Zendesk?
- Navigate to the Admin Center
- Search for Macros
- Click on 'Add Macro'
- Enter a Macro name and click of 'Add Action'
- This will give you a list of options that you can update
- Select values that you would like to update
- You can also add a comment/Description which will then be sent to the customer as an email. This can include dynamic fields along with any attachments that you may want to include.
Use Cases
Macros can be setup and useful for many situations. Some examples are listed below:
- Automatically classifying an issue as high priority to escalate
- Set up a follow up email with the client at a certain point
- Setting up an auto response when the volume of requests is too high