Allow triggers to send a macro

5 댓글

  • Dane
    Zendesk Engineering
    Hi Sylvian,
    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!
  • Sylvain

    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.

  • Raphaël Péguet -

    Dane Hi (again) Dane,

    Is it possible to use webhook messages (and how?) on chats ?

    Best regards,


  • Salim Cheurfi
    Zendesk Customer Care
    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 
  • Raphaël Péguet -

    thanks Salim Cheurfi!


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