Creating Triggers to add Macros?
Answered
Posted Dec 13, 2022
We want to set up our Zendesk so that if a specific drop-down is selected,(for example Salesforce access) a Macro is automatically added requesting the requester to get approval. (For example "this request needs approval from your manager")
As an added bonus we would love it if we could create an internal giving the agent specific instructions.
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2 comments
Permanently deleted user
Hey Tom, sounds like you can use a Trigger with the `email user` action for this.
Something like:
Condition: Topic is Salesforce access
Action: Email user - (requester), Email subject = Re: {{ticket.title}}, Email body = this request needs approval from your manager.
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Jahn Bronilla
Hey Tom, why not do the other way around? Create a macro then whenever it's being used it's actually selecting the correct dropdown from the Ticket Field type?
You can also fill out some other field on the ticket and even add tag/s.
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