Feature Request - Multi-Line Field in Actions for Macros
Publicado 18 de set. de 2023
Hello,
It would ne create to be able to use a custom ticket field (multi-line text fields) as an action in Macros. We utilize this field type for "Resolution Notes". It's required that our agents fill this in to give an overview on what they did to resolve the issue. This is helpful for understanding internal knowledge base articles, reporting, training, etc.
Anyways, an agent was wanting to see if a Macro could update that field with the comment text posted when a macro solves a ticket. Unfortunately, we aren't able put this field in the actions place. It would be great to have this feature. Thanks!
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4 comentários
James Peterson - Eastern Logic
Hi 5174506379034 ,
We have recently updated our Extended Macros app on the Zendesk Marketplace app to include the ability to set multi-line fields via macro. The app is free to use, so give it a shot and see if it can help out with your use case. You can read more about the app in our help centre article here. Feedback is welcome.
Cheers ~
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Salvador Vazquez
Hi Hannah, thank you for taking the time to provide us with this feedback!
Adding more ticket attributes, including multi-line text, to macros is something we hope to add and is in out backlog. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
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Nick Haubert
I can't believe the first request for this was only made 2 months ago. This seems like it would affect productivity for every Zendesk instance.
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Shawna James
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