Applying macros in the create ticket POST request?

image avatar

Mohammad Aarij

Posted Mar 04, 2022

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!

2

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9 comments

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    Newest
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      Rafael Santos

      1900336747184 The ticket attachment flow via API is described in this Developer documentation page:

       

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      Administración Zerviz

      1264158211509 and 4453309851418 

      We are trying to insert an attachment via trigger + webhook, which is not possible, but it is possible in the macros. We are trying to apply the macro via trigger+webhook as mentioned above, but we noticed that the attachments have a token + exiption which can only be used once per ticket.

      How can we apply this type of macros via API?

       

      {
    "result": {
        "ticket": {
            "fields": null,
            "collaborator_ids": [],
            "follower_ids": [],
            "comment": {
                "body": "<p>Macro Test Attachment </p>",
                "html_body": "<p>Macro Test Attachment</p>"
            },
            "upload": {
                "token": "BvGz0Z***************",
                "expires_at": "2024-11-15T14:18:52Z",
                "attachments": [
                    {
                        "url": "https://********.zendesk.com/api/v2/attachments/27735639529751.json",
                        "id": 27735639529751,
                        "file_name": "stepbystep.pdf",
                        "content_url": "https://********.zendesk.com/attachments/token/********************",
                        "mapped_content_url": "https://*******.zendesk.com/attachments/token/**************",
                        "content_type": "application/pdf",
                        "size": 375865,
                        "width": null,
                        "height": null,
                        "inline": false,
                        "deleted": false,

                        "thumbnails": []
                    }
                ]
            }
        }
    }
}

       

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      M Ibrahim Hayat

      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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      Rafael Santos

      M Ibrahim Hayat

      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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      Christopher Kennedy

      Hi Ibrahim,
       
      To format the body of the ticket comment in your update ticket request, use the html_body property instead of the body property.  For reference, we have a breakdown of the different types of comment bodies in our developer docs.

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      image avatar

      M Ibrahim Hayat

      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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      Rafael Santos

      Additionally, we can include the Macro's ID in the ticket's macro_id field, so that it shows on the ticket audits.

       

      0

      image avatar

      Mohammad Aarij

      Thank you for the quick and helpful response!

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      Tipene Hughes

      Hi Mohammad,
       
      Thanks for reaching out!
       
      To apply a macro to a new ticket, you will first need to call the GET /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 the POST /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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