Recent searches


No recent searches

Feature Request - Multi-Line Field in Actions for Macros



Posted Sep 18, 2023

Hello,

It would ne create to be able to use a custom ticket field (multi-line text fields) as an action in Macros. We utilize this field type for "Resolution Notes". It's required that our agents fill this in to give an overview on what they did to resolve the issue. This is helpful for understanding internal knowledge base articles, reporting, training, etc. 

Anyways, an agent was wanting to see if a Macro could update that field with the comment text posted when a macro solves a ticket. Unfortunately, we aren't able put this field in the actions place. It would be great to have this feature. Thanks!


6

4

4 comments

image avatar

Shawna James

Community Product Feedback Specialist

Hey Hannah, thank you for providing your product feedback. It has been logged for our PM's to review. For others interested in the functionality, please upvote or add your comments for support with use cases. Thank you again!

0


I can't believe the first request for this was only made 2 months ago. This seems like it would affect productivity for every Zendesk instance.

3


image avatar

Salvador Vazquez

Zendesk Product Manager

Hi Hannah, thank you for taking the time to provide us with this feedback! 

 

Adding more ticket attributes, including multi-line text, to macros is something we hope to add and is in out backlog. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

 

0


Hi Hannah Lucid ,

We have recently updated our Extended Macros app on the Zendesk Marketplace app to include the ability to set multi-line fields via macro.  The app is free to use, so give it a shot and see if it can help out with your use case.  You can read more about the app in our help centre article here.  Feedback is welcome.

Cheers ~

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post