Applying macros in the create ticket POST request?
It seems that with the API, macros can only be applied to existing tickets. I'm trying to set up a process where a ticket gets created with a macro already applied (the macro includes a comment template, which I would like to be the first comment of the ticket). This can be done manually through the Zendesk portal, but is there a way to do this through the API in the create ticket POST request?
Thanks for the help!
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Hi Mohammad,
Thanks for reaching out!
To apply a macro to a new ticket, you will first need to call theGET /api/v2/macros/{macro_id}/apply
endpoint which will return the changes the macro would make to a ticket. You'd then extract those changes and include them in the request to thePOST /api/v2/tickets
endpoint when creating the ticket. Here's a link to the docs which goes in to a bit more detail:
I hope this helps! Feel free to reach out with any questions.
Tipene
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Thank you for the quick and helpful response!
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Additionally, we can include the Macro's ID in the ticket's macro_id field, so that it shows on the ticket audits.
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i have added marco (body) in my ticket it has created like this. Rafael Santos im also adding marco id in ticket but its not including this. can you help me how can i include marcos in my ticket thanks.
@Mohammad Aarij @Tipene Hughes
POSTMAN
ADMIN AREA OF ZENDESK
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Hi Ibrahim,
To format the body of the ticket comment in your update ticket request, use thehtml_body
property instead of thebody
property. For reference, we have a breakdown of the different types of comment bodies in our developer docs.
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Your ticket elements should be inside the ticket object, not the comment.
Something like the following:{
"ticket": {
"subject": "Request: This is test",
"comment": {
"body": "This is test"
},
"ticket_form_id": 123456,
"macro_id": 760000,
"status": "open",
"custom_fields": [
{ "id": 123456, "value": "foobar" },
{ "id": 654321, "value": "foobiz" },
{ "id": 986765, "value": 3.14159 }
]
}
}My personal preference for comments follows Christopher Kennedy's suggestion, as html_body allows prettier customization.
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Rafael Santos thank you dear im doing in same way now but its still not adding marco.
Christopher Kennedy i tried to pass html_body but it just added code what i sent will test it again. thanks to both of you giving your feedback.
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