autmated macro when ticket is created by using trigger

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3 Comments

  • Brett - Community Manager
    Comment actions Permalink

    Hi Wolsung,

    Macros cannot be automatically applied to a ticket via trigger/automation. Macros must manually be applied by an agent to populate the comment box. Additionally, triggers/automations can be used to send out an automated message to your end-users. However, this notification will not populate within the ticket. If you'd like to know whether the trigger/automation has fired within a ticket you can take a look at the Ticket Events.

    Let us know if you have any other questions!

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  • Jonathan March
    Comment actions Permalink

    @Wolsung

    As Brett indicated you can use a "Notify target" trigger action to send an email as part of a trigger, but it's a bit hidden, as there's no comment added so you must look in the ticket events to see that this happened.
     
    For a possible solution to that problem, you might want to consider / upvote / add your use-case to this community suggestion:

    https://support.zendesk.com/hc/en-us/community/posts/210182767-Triggers-Action-Add-Internal-Note-as-a-trigger-action "Triggers - Action: Add Internal Note as a trigger action"

     

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  • Andrew J
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    Just to add to this. I am presuming this is for when your team creates tickets as agents or they first open them. Although it isn't automatic, do ensure your team are well versed on the macro keyboard shortcut. This can apply a macro in a second or so. Ctrl-Alt-M, and type. You could easily name the macros so that this first one is very easy, ie having it start with '1' or M so that it is easy to remember or on the M so that it is where the agents finger already is etc.

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