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.
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Hi Sylvian,
You cannot use Macro on triggers. However, you can utilize web-hooks with update APIs and triggers to perform similar function.
Webhook:
https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json
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!
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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 ?
Best regards,
Raphaël
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Hi Raphael,
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
Best,
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thanks Salim Cheurfi!
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