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

Hi All,

We have recently updated our Extended Macros app on the Zendesk Marketplace app to include the ability to set custom fields via macro.  Give it a shot by installing here and see if it can help out with your use case.  Feedback is welcome.

Jimmy Long ~

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.

We also expected to use macros to set text fields, and were surprised this wasn't possible. Disappointed that this isn't even on the roadmap. Seems like an odd limitation? 

+1 

Our team creates macros to offer quick actions on temporary projects. Tier 1 users apply the macro and would like particular required text fields to be filled via so that the prework on a ticket can be completed in a couple clicks. They are confused that everything except a text field can be completed with the macro

Thank you everyone for continuing to share your needs for this. Unfortunately, this is not on currently on our roadmap, so I will mark the status of this as Not Planned, for now.

Improvements to Macro functionality and the management of them is something we'd like to prioritize in the future, and the more customer demand there is, the better so please keep commenting and upvoting on the requests you care about. We do have a lot of awesome product enhancements planned for 2024, and if you're not already following our what's new section I recommend you do so to get alerted as we release them.

Liquid Markup is a way to also add values to the text field, and would help with automating workflows with macros. +1 for this! 

Just noticed this myself that macros won't populate a custom text field.  Yet again Zendesk seem to have done half the job on macros and leaving it hampered by what should be a small bit of dev work.

+1 from us too.  Please update us ZD on where this is after 18 months of comments and requests for this feature.  It is so hard for you to add this feature in that it should wait this long?

+1 

Need support this to set up Macro and make life easier

+1

First time we've had this request, but our use case is someone who is using the same form as the team this request will wind up with but would want to fill in NA for the boxes that are not her tier and then the next level can fill those in if needed.

Our workaround for this is likely to build a new form with less fields for this small team which is fine, but if we could automatically have those fields filled in, that would be preferable.

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.