Feature request: ability to set text inputs on custom form fields through macros.

Not just macros but triggers should also be able to prefill or to trigger off of the field text

I also agree that macros should support this.
We have the need to fill custom text fields with makros in order to standardised our processes and use makros even more sufficient.
Thank you in advance.

I do agree, Macros should support this.

Our usecase

We are handling text and talk requests with the same agent(s).
I want to create a macro that the agent can use to "Put on Call Queue".
The macro should do the following:

- set the custom field phone_group = "default"

Now the user could in addition to that override that field with the actual person they would like to talk to. This way we could then have a view that groups each ticket by the phone_group that let's the user quickly see all the open tickets that are relavant for a conversation via phone for that particular group.
Thus not requiring many different calls throughout the day but rather having one batch call where we can clarify all the open topics.

Does this make sense?
Let me know if I should clarify anything here.

Of course in this case the user can just directly edit the custom field's value without using a macro at all, but once you want to have additional actions that should be taken, you want to actually make sure that all of them happen, so use a macro...

Thank you for taking the time.

- Jonas

Thanks for responding. 

My current set up offers an "other" field at the bottom of each dropdown available on the forms. Selecting this option reveals a textbox for the users to enter a value. 

While on long-term project we would look to eventually add the values of these textboxes to the dropdown, we sometimes run short-term projects that would benefit from being able to simply enter a textbox value. 

Furthermore, there's no real reason I can think of to not add support for this. Macros should probably be able to alter all visible ticket fields. 

Hi everyone,

HappyFox Workflows can help solve the use cases mentioned in this thread. The app can automatically set the custom fields within a ticket and helps build out other actions. Seeing Jonas' use case HappyFox Workflows would be the perfect solution to address the process. 

Feel free to look at our app in the Zendesk app marketplace, https://www.zendesk.com/marketplace/apps/support/244734/happyfox-workflows/.

Couldn't agree more!  I don't see any reason why a Macro can't support open text box custom fields.  If a user can type in whatever they want when they're on the ticket page, why is Zendesk saying that macros can only do pre-defined inputs??

This would also be great for us

Macros should be able to edit any fields an agent can edit.

Something like "Update custom field (date) to be tomorrow" would be super handy, too.

We have this need as well to track Release Versions when a user reports an issue that was caused due to a specific product release. It allows us as a Support organization to track the impact on our volume for specific releases.

Yes! The ability to pre-fill fields would be a huge time saver for our use case. We often have duplicate requests that have similar text box fields that begin with a certain set of letters/numbers. For example, all of our iPad Barcodes begin with XVSD3700.... - This way the agent just fills in the last numbers and can later be copied and pasted to use in our systems.

Agree this is disappointing - just ran into this today as I just wanted to clear out text fields.

For anyone still needing to implement something similar, my solution is to create a macro that adds a tag, then run a trigger with a webhook that updates that ticket. Zendesk discourages doing this as you can run into issues with trigger order and race conditions due to updating the ticket via API, but this is my go-to solution when I need to work around a Zendesk limitation. Just make sure your only non-webhook action in the trigger is to remove the tag.