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Macros: ability to add/change Requester



Posted Oct 03, 2023

Feature Request Summary: 

It would be nice to have the ability to add/change Requester in a macro.

Description/Use Cases: 

Agents heavily use macros for standardized responses on a ticket. Our agents are often redirecting requests to correct people or creating net new tickets to specific people for assistance. it would be nice for it to also automatically move an existing requester into the CC and add a new requester.

Business impact of limitation or missing feature:

This feature would help speed up responses and ticket creation especially with agents that have to do this constantly. 


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5 comments

Official

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Shawna James

Community Product Feedback Specialist

Hi all, per @...'s post, and in order to consolidate feedback on this product area, we are going to close this post for comment and ask that all folks interested in this feature request in the future add their feedback here.

If you have already posted on this thread or upvoted, your feedback has been collected and you do not need to repost on the other thread. 

Thank you all for your continued feedback in this area. 

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That would help us as well! :) 

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Shawna James

Community Product Feedback Specialist

Hi Katarina, thank you for providing your feedback and Nora for following up with your support as well. This has been logged for our PM team to review.
 
Also, for future reference, want to point you in the direction of our new product feedback template which has been designed by community members and PM's to help users provide as detailed feedback as possible so that our teams can understand and highlight the most important aspects of your product feature request. There is no need to edit your post, it will still be reviewed by our PM team, I just wanted to make sure you were aware of the updated template!
 
For others who may be interested in this feature request, please show your support by upvoting the post or adding your specific use case in the comments. Thank you again for taking the time to provide us with your feedback! 

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I'd give this request a big thumps up.

At the moment I have a annoying workaround via trigger and webhook.

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Scott Allison

Zendesk Product Manager

Thanks for the feedback all. The main request for this is here. Please upvote that if it describes your needs. If not, feel free to add more details of your need. Thank you!

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