Lloyd Norman

Shawna James could you please help with getting some traction on the above 🙏 Thanks 🤩

Same here Matt Russell + Derek Nuzum 

Our macro order editing instance is messed up. It needs to either be reverted back to the original format or present all macros on one page. 

We have 450 macros currently so it's getting a bit difficult to handle as new ones are being created.

Hey Gaurav Parbat 

Fabulous news. Please take me into consideration for any testing/feedback/R+A sessions as I'd love to help ensure this is executed the right way! 

Many thanks

Hey Scott Allison

Would be wonderful if we could also do this for box formatting (i.e a table of contents) 

Happy to supply a few examples of other things which would make the functionality a lot easier to use, such as a pre-determined placeholder insert. 

Rather than having to fumble around with current placeholders (which will sometimes snap back/forth when trying to navigate through them in comment mode/description) - would be wonderful if you could use a placeholder selecter and insert the ID/field name, for it to automatically generate as you wish within a macro. Also, I find sometimes that placeholders will insert pesky hidden spaces when pasting in field IDs which in turn means the macro will not run/fill in the required custom field for placeholder.

The whole Automation system is due with a well needed update to make it uniform with the ease of locating/actioning trigger + macro changes.

Shawna James - would you be able to confirm if this is on the road map at all? Happy to share some input with you/product team over a call in regards to this 🙌

Hi team,

Will there ever be scope for an option to choose if the first child ticket creation is either a public reply or an internal note? 

For certain sensitive escalations, we want to prevent any chance of comms going out to clients if on the rare chance someone CCs in a client.

Currently, to mitigate this - we put some generic information in via macro when a team member is setting up a child ticket. 

Ideally, it'd be best if we had more control over whether that first comment should/should not be a public one. 

Hi team,

Same here, the setting is not available as of yet.

Hi Dave Dyson (gmail)

Many thanks for the answer, I'll have a look to see if I can generate something via API.

Appreciate the in depth response 🙌

Hi all,

Would someone please be able to help me generate a metric to confirm all organisations that do not have domains attached to them?

In short, we have a sync set up with another system which sometimes requires manual intervention to ensure updates pull through.*

Ever so often, the odd domain will not be included - be that due to manual error from one of our CSMs inputting data or due to the timing of the org pulling through and the details not updating after**

If anyone can help me with creating a report to show all of these organisations then that'd be greatly appreciated as from there, I'll be able to ensure all are filled out correctly. 

Thanks! 😁

Hi team,

Would be great if we had more control of logging suspended tickets, post recovery. 

I've raised an improvement here: https://support.zendesk.com/hc/en-us/community/posts/6823334958490-Suspended-Tickets-Better-reporting-visual-capability

Many thanks! :)