Allow triggers to send a macro
Why is it not possible to send a specific macro if the conditions of a trigger are met?
I wish to create automations that could be triggered through specific tags but I cannot find the option to do so.
I would like for example that if a ticket is created from a specific contact form serving 1 specific purpose, to be able to send an automatic response. Best case it would be a 1-touch ticket, worst case it would already save us 1 agent touch. I had this feature with a Zendesk concurrent before, and I hope you can do something about it.
You cannot use Macro on triggers. However, you can utilize web-hooks with update APIs and triggers to perform similar function.
Request Method: PUT
Request Format: JSON
Use the sample below for your trigger actions:
You can check the article for Ticket Updates API to determine the correct format of your payload.
Hope this helps!
Thanks Dane, I will dig into this.
But I think having as a choice "Apply macro xxxxxx" in triggers would make it much easier for the ones with no dev background.
Dane Hi (again) Dane,
Is it possible to use webhook messages (and how?) on chats ?
Webhooks can be used in triggers to update tickets, but unfortunately it cannot be used to send a chat reply via support triggers. I would recommend instead creating a chat trigger to send an automatic message in a chat https://support.zendesk.com/hc/en-us/articles/4408884148762-Working-with-Chat-triggers
thanks Salim Cheurfi!