Types of Side Conversation Actions in Zendesk Macros
What are the different types of side conversation actions in macros?
Zendesk offers three types of side conversation actions in macros: via email, via Slack, and via child ticket. Each type allows you to start a side conversation in a different way.
For email, you can enter email addresses to notify users. For Slack, you specify a Slack channel, and for child tickets, you create a new child ticket linked to the original. Each action has specific fields to fill out, like the 'To' field, which must be completed for the side conversation to be sent.
More related questions
How can I use macros to start side conversations in Zendesk?
Macros in Zendesk can be used to start side conversations, making it easier to include key information automatically. When you use a macro to start a side conversation, it creates a new conversation with ticket information and boilerplate text…
Can I create personal and shared macros for side conversations?
Yes, both agents and admins can create personal macros for side conversations, while administrators can also create shared macros. This flexibility allows you to tailor macros to your specific needs, ensuring that key information is included…
How do I apply a macro to a side conversation in Zendesk?
Applying a macro to a side conversation in Zendesk is straightforward. From the ticket, click the Apply macro button in the bottom toolbar. You can choose from your most commonly used macros or search for a specific one. Once applied, the macro…
Can I use macros to update existing side conversations?
Currently, macros in Zendesk can only be used to start new side conversations, not update existing ones. If you need to update a side conversation, you must do so manually by opening it directly in Support and treating it as a normal ticket. This…
Can I add attachments to side conversations started with macros?
Currently, you cannot add attachments directly through macros when starting side conversations in Zendesk. Attachments must be added manually after the side conversation has been initiated. While this might add an extra step, it ensures that all…
Is it possible to use rich text formatting in side conversation macros?
Rich text formatting and Markdown are not supported in side conversation macros in Zendesk. This means that any complex formatting or inline images will not be retained when using macros to start side conversations. While you can add images as…
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