Streamline Ticket Handling with Macros in Zendesk
How can macros streamline ticket handling in Zendesk?
Macros in Zendesk are a great way to streamline repetitive ticket handling tasks. They allow you to create standard responses that agents can apply to tickets, which is especially useful for issues affecting multiple people. Macros can also update tickets without notifying the requester, such as changing the agent or group assignment.
For example, a macro can send an email notification to the requester, set the ticket status to solved, and add a relevant tag. Macros use placeholders to automatically insert data, like the requester's first name, into notifications. To learn more about using macros, check out theZendesk help documentation.
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What are triggers in Zendesk and how do they work?
Triggers in Zendesk are automated actions that occur when a ticket is created or updated. They are based on conditions and actions: if the conditions are met, the actions are executed. This can include modifying ticket properties or sending email…
How do automations differ from triggers in Zendesk?
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