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Applying macros in the create ticket POST request?
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
9
9 comments
Tipene Hughes
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 thePOST /api/v2/tickets
endpoint when creating the ticket. Here's a link to the docs which goes in to a bit more detail:- Macro API - Show changes to ticket
I hope this helps! Feel free to reach out with any questions.Tipene
1
Mohammad Aarij
Thank you for the quick and helpful response!
0
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
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
0
Christopher Kennedy
To format the body of the ticket comment in your update ticket request, use the
html_body
property instead of thebody
property. For reference, we have a breakdown of the different types of comment bodies in our developer docs.0
Rafael Santos
M Ibrahim Hayat
Your ticket elements should be inside the ticket object, not the comment.
Something like the following:
My personal preference for comments follows Christopher Kennedy's suggestion, as html_body allows prettier customization.
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M Ibrahim Hayat
Rafael Santos thank you dear im doing in same way now but its still not adding marco.
0
Zerviz Mejora continua
Tipene Hughes and Rafael Santos
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?
0
Rafael Santos
Zerviz Mejora continua The ticket attachment flow via API is described in this Developer documentation page:
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