Macros: Giving different responses based on ticket content


  • Jennifer Rowe
    Zendesk Documentation Team

    Good one! Thanks, Graeme!

  • Riah Lao


    1. Is there a way to "escape" or what to replace single quote ' within the if else condition?

    For example:

    {% if == 'XYZ's' %}

    2. Does "else if" work?



  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Riah! Liquid markup is something that we provide as part of the function of our placeholders, however we don't have a lot of expertise on here at Zendesk. The documentation listed here goes over a few options for if/else workflows, so take a look at that and see if something there helps out. If not, I'd be happy to see what I can do, I just need some clarification around your questions. Could you let me know exactly what you're trying to accomplish so that I can see if I can find some options for you?

  • Per Näslund

    Another way to trigger specific response macros based on ticket content is to use our AI Ticket Tagger to tag the ticket with what type of request it contains (works in all languages and is not dependent on specific words), and then trigger the macro based on what tag that was chosen. This feature is in beta, so make sure to write to us in the chat in order to get access.


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