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Allow triggers to send a macro



Posted Jul 06, 2022

Why is it not possible to send a specific macro if the conditions of a trigger are met?

I wish to create automations that could be triggered through specific tags but I cannot find the option to do so.

I would like for example that if a ticket is created from a specific contact form serving 1 specific purpose, to be able to send an automatic response. Best case it would be a 1-touch ticket, worst case it would already save us 1 agent touch. I had this feature with a Zendesk concurrent before, and I hope you can do something about it.


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8 comments

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Dane

Zendesk Engineering

Hi Sylvian,
 
You cannot use Macro on triggers. However, you can utilize web-hooks with update APIs and triggers to perform similar function. 
 
Webhook: 
 
https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Request Method: PUT

Request Format: JSON
 
Use the sample below for your trigger actions:
 

 
You can check the article for Ticket Updates API to determine the correct format of your payload.
 
Hope this helps!
 
 

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Thanks Dane, I will dig into this. 
But I think having as a choice "Apply macro xxxxxx" in triggers would make it much easier for the ones with no dev background.

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Dane Hi (again) Dane,

Is it possible to use webhook messages (and how?) on chats ?

Best regards,

Raphaël

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Salim Cheurfi

Zendesk Customer Care

Hi Raphael, 
 
Webhooks can be used in triggers to update tickets, but unfortunately it cannot be used to send a chat reply via support triggers. I would recommend instead creating a chat trigger to send an automatic message in a chat https://support.zendesk.com/hc/en-us/articles/4408884148762-Working-with-Chat-triggers 
 
Best,

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Hi all, 

Wanted to 2nd the comment made by Sylvain in July 2022. We are trying to set it up to automate responses to tickets when they remain in a certain status for a certain amount of time and having a way to easily add macros would be great. 

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I believe it would be beneficial for us to have an easier way to do the same thing.

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100% agree with Sylvain, Yochabel, and Fabiano!

I can think of many use cases to respond with macros based on specific triggers. Should be an available action.

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