Automatic macros in tickets created from Talkdesk


  • Nicole - Community Manager

    Hi Hayley-

    Can you provide us some specific details about your workflow and what the impact of this functionality would be?

  • Hayley Pellizzon

    Sure thing!


    1. An agent answers a call through Talkdesk 

    2. A new Zendesk ticket is created in that agents queue 

    Goal: a macro is already entered in the internal notes of that new ticket automatically, ready for the agent to add new notes. 

    This would eliminate the need for our agents to have to manually add in a macro, especially when they are likely already collecting information over the phone. We need to process to be faster, so having automatic notes would be very helpful.

  • Nicole - Community Manager

    Thanks for sharing those details, Hayley.


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