Apply macro automatically if newly created ticket match predefined information

Respondida

19 Comentários

  • Brett Bowser
    Zendesk Community Manager

    Hey John,

    There's no way to set up a trigger that automatically applies a macro to a ticket unfortunately. It looks like we did test this feature in the past but ran into issues with the triggers start over again (so while triggers are running, we restart all the triggers again... this leads to what engineers call a race condition)

    What sort of workflow are you attempting to set up that would require a macro to automatically be applied to a ticket via a trigger?

    0
  • John

    We currently receive very similar emails which we are passing to another team via a macro. The volume is increasing and I wanted to have an automatic way to pass those away keeping in mind that the only pattern is based on the email content and subject 

    0
  • Brett Bowser
    Zendesk Community Manager

    Hi John,

    Thanks for the clarification!

    You could instead set up the trigger to automatically assign the ticket to your group based on keywords without the use of a Macro. Check out the trigger screenshot below from my test account:

     

    You can configure the trigger to automatically assign based on keywords or a string.

    Let me know if you have additional questions for me regarding the above trigger :) 

    0
  • Mateusz Stasinski

    Hello, we want to do the same (apply macro automatically if newly created ticket match predefined information).
    Our workflow would be that when a ticket for call is created (we use Snapcall app) a template that can be edited by agent is automatically added to Internal note field. We now use macro for it. Is there some way around to do this?

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi Mateusz - 

    Macros aren't automated, so you would need to use a trigger. However, Internal Notes are not editable once applied to the ticket. So, you could have a trigger make a note, but the agent would not then be able to change anything about the note. 

    Perhaps the best workflow would be to have a trigger add a note that reminds the agent to use the macro and fill out the form? 

    0
  • Maddy

    @... Hi, I'm wondering how I would use a trigger to add a note into a ticket?

    0
  • Chris Bulin
    Community Moderator

    Hi @...! You can't currently use a trigger to add an internal note. As mentioned here, you could use a macro that would add an internal note. You could also use the JSON workaround mentioned in the linked article above. Or, you can set a ticket field to give the information that you would want to set as an internal comment. I hope that helps, but please let me know if you have more questions.

    0
  • Maëlys

    Hi! I would like to fill in automatically some ticket fields when we receive a ticket from a specific end user. Is it possible?

    0
  • Chris Bulin
    Community Moderator

    Hello @... you can't specify an end user in a trigger, however, you can add one or more user fields that you can use for trigger creation. For example, I have a user field that identifies the type of user. When a key contact sends us an email, I got to their profile and set the User Type custom user field to "key contact." I then also have a trigger that will set the User Type custom ticket field to "key contact" any time that user contacts us. Hope that helps!

    0
  • Tim Bailer

    I need this too... Looking for a way to automatically apply a macro to all Inbound Phone Calls that insets a note-taking template into an internal note. 

    0
  • Sylvain

    Hi all, this would also be a game changer feature for my business. 
    Being able to trigger a reply with a specific macro for tickets created regarding a specific topic would save us a lot of time. Is there another similar thread or Epic one regarding this matter?

    Thank you!

     
    1
  • Roee Private

    Hey everyone.
    +1 - It will be awesome to have such feature.
    Im yriggering to fill many foelds of a ticket regarding the subject title and I also have a prepared Macro.
    I need an automation that will send the macro right after the trigger.
    By the way the"race condition" will not happen if u fire automation after a trigger (trigger happens once)

    0
  • Casey

    Hello all,

    +1 from me too - this would be a great feature to have. I currently have a trigger to create a new ticket via http target/JSON method and would love to have a preselected macro populate in the new ticket. Thanks!

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi all - 

    New feature requests should be posted to the Feedback on Support topic, which is monitored by the product managers. 

    0
  • Sylvain

    Hi Nicole,

    The agent in the chat suggested that I upvote this topic here, but thanks for the info.

    (09:43:54 AM) Ekaterina: It seems that previously we tested triggers that tried to apply macro the ticket, but it didn't go well as this workflow lead to race conditions. There is a similar feature request on our product feedback forum: https://support.zendesk.com/hc/en-us/community/posts/360028627614-Apply-macro-automatically-if-newly-created-ticket-match-predefined-information you can upvote it and subscribe in case if there any updates or post another feature request on the forum

    0
  • Lee Barnes

    @... Race conditions are very common in Zendesk. I get around them with tags. 

    If tag "send macro automatically" does not exist
    Send auto-macro
    Add tag "send macro automatically"

    This is something I have to do with almost all of my automations.

     

    1
  • Ivana Scott

    @... would you please be able to share with me the workflow so a macro is automatically fired if it meets certain conditions?

    0
  • Greg Marchand

    Another upvote from me. Some of our internal-facing service teams would love for macros to be automatically applied when tickets meet certain criteria.

    This would be used to automatically add a comment and solve tickets based on certain attributes (Ticket Fields, etc.).

    0
  • Monica Chivatee

    Up vote from me too. Would be great if I could just add a " public comment" or macro using triggers/ automation so we can send automatic messaging to certain types of tickets ( like unsupported versions etc) 

    0

Por favor, entrar para comentar.

Powered by Zendesk