• Zac Garcia

  • April 06, 2022 22:42

  Zendesk Product Manager

  Hi Nathan! Thanks for sharing this feedback.

  I'd love to learn a little more. Macros actions are typically pre-defined inputs, which corresponds well with a dropdown field composed of a set of defined options to select from. Given that macros are able to update dropdown fields, could you share more about the type of data your team commonly enters that requires a macro, but doesn't fit well into dropdown fields for your workflow?

• Nathan Purcell

  • April 07, 2022 08:43

  Thanks for responding. 

  My current set up offers an "other" field at the bottom of each dropdown available on the forms. Selecting this option reveals a textbox for the users to enter a value. 

  While on long-term project we would look to eventually add the values of these textboxes to the dropdown, we sometimes run short-term projects that would benefit from being able to simply enter a textbox value. 

  Furthermore, there's no real reason I can think of to not add support for this. Macros should probably be able to alter all visible ticket fields. 

• Jonas Brenig

  • April 12, 2022 10:10
  • Edited

  I do agree, Macros should support this.
  
  Our usecase

  We are handling text and talk requests with the same agent(s).
  I want to create a macro that the agent can use to "Put on Call Queue".
  The macro should do the following:

  - set the custom field phone_group = "default"

  Now the user could in addition to that override that field with the actual person they would like to talk to. This way we could then have a view that groups each ticket by the phone_group that let's the user quickly see all the open tickets that are relavant for a conversation via phone for that particular group.
  Thus not requiring many different calls throughout the day but rather having one batch call where we can clarify all the open topics.
  
  Does this make sense?
  Let me know if I should clarify anything here.
  
  Of course in this case the user can just directly edit the custom field's value without using a macro at all, but once you want to have additional actions that should be taken, you want to actually make sure that all of them happen, so use a macro...
  
  Thank you for taking the time.

  - Jonas

• Leopold Sperling

  • June 29, 2022 16:16

  I also agree that macros should support this.
  We have the need to fill custom text fields with makros in order to standardised our processes and use makros even more sufficient.
  Thank you in advance.

• Jamie Danjoint

  • August 07, 2022 05:24

  We have this need as well to track Release Versions when a user reports an issue that was caused due to a specific product release. It allows us as a Support organization to track the impact on our volume for specific releases.

• Phil Clark

  • September 14, 2022 04:00

  This would also be great for us

  Macros should be able to edit any fields an agent can edit.

   

  Something like "Update custom field (date) to be tomorrow" would be super handy, too.

• Sydney Neubauer

  • September 16, 2022 16:23

  Not just macros but triggers should also be able to prefill or to trigger off of the field text

• Justin Beeler

  • September 30, 2022 13:35

  Couldn't agree more!  I don't see any reason why a Macro can't support open text box custom fields.  If a user can type in whatever they want when they're on the ticket page, why is Zendesk saying that macros can only do pre-defined inputs??

• Fredys Garcia

  • November 07, 2022 16:56
  • Edited

  Hi everyone,

  HappyFox Workflows can help solve the use cases mentioned in this thread. The app can automatically set the custom fields within a ticket and helps build out other actions. Seeing Jonas' use case HappyFox Workflows would be the perfect solution to address the process. 

  Feel free to look at our app in the Zendesk app marketplace, https://www.zendesk.com/marketplace/apps/support/244734/happyfox-workflows/.

• Nathan Purcell

  • November 07, 2022 17:17

  Is there a cost to that Fredys? The only pricing I could find appeared to be for the Helpdesk product. 

  It's a pretty poor testament to Zendesk that such a simple request was overlooked in the first place, it's taken over a year to get to this point (which is of course, no movement), and that the next best option is what looks like a very costly third-party app.

  Even a free third-party app inevitably means workarounds and unpicking said workaround when Zendesk finally come up with a solution (if one comes at all). 

• Fredys Garcia

  • November 14, 2022 14:44
  • Edited

  Hi Nathan Purcell,

  Agreed, we've made workflows for Zendesk to address those areas or processes that might not be available out of the box in your instance. We're happy to show you a demo and go more into detail on pricing and use cases by booking a time with us here, https://www.happyfox.com/workflows/zendesk-support/.

• Flic

  • December 29, 2022 03:01

  I've been using Zendesk in different organizations for 7 years. This single issue has been the cause of much development pain. So much so that we have designed entire workflows around this issue when much happier, direct paths should have existed.

  I will not simply pay for a workaround such as that sold by Fredys Garcia when you have implemented half the feature already. Please offer the whole feature set of custom field manipulation through macros or none at all.

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