Improve escalation workflows using macros

4 Comments

  • Thomas D'Hoe
    Community Moderator

    Hi Brett,

    Thanks for sharing this.

    Question: how is your report in Explore looking at to track escalation tickets?

    Thanks

    1
  • Brett - Community Manager
    Zendesk Community Team

    Hi Thomas,

    Since my macro applies a tag when I'm escalating the ticket I would use the following report: Explore recipe: Reporting on macros using tags.

    Hope this helps!

    3
  • Team Leader

    Hi Brett,

    Is there a way to enforce teams to use a macro when creating or replying to tickets?

    Can it be made mandatory?

     

    Also is there a way to flag a custom field if it is repeated.

    e.g. Order ID.

    When there is a new ticket with the same Order ID as an existing unsolved ticket can it flag the agent?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Team Leader,

    There's no way to make macros mandatory, however, you set it up so macros apply a tag. Then if a ticket is updated but doesn't contain that tag included with the macro, you can create a trigger that notifies a Team Lead or manager. Let me know if you need help setting this up.

    As for your second question, are the order numbers being populated in a numeric or text field? I can't think of a way for a trigger to check for duplicates unfortunately :-/

    Perhaps others can jump in here and offer up some advice.

    0

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