Zendesk Macro Actions: Automate Your Support Tickets
What actions can I perform with Zendesk macros?
Zendesk macros allow you to automate various actions on support tickets. You can set ticket properties, add or modify tags, and add comments. To use a macro, select an action from the drop-down menu and then specify the details in the associated fields.
For example, you can change the ticket's subject, set its status, assign it to a group or agent, and even add side conversations. Macros can also be used to manage ticket priorities, types, and custom fields. For more detailed information, check out theoriginal Zendesk documentation.
More related questions
How do I change the subject of a ticket using a macro?
You can change the subject of a ticket using the 'Set Subject' action in a macro. This action updates the ticket's current subject without creating a new ticket. When an agent responds and changes the subject, the customer will see the new email…
What are the different ticket statuses available in Zendesk macros?
Zendesk macros allow you to set various ticket statuses, which help manage the ticket's lifecycle. The available statuses include Open, Pending, On-hold, Solved, and Closed. Each status serves a specific purpose: Open indicates assignment to an…
Can I use macros to manage ticket priorities in Zendesk?
Yes, you can use macros to set ticket priorities in Zendesk. The available priority levels are Low, Normal, High, and Urgent. Setting the right priority helps your support team manage and respond to tickets efficiently. You can adjust the priority…
How do I add or remove tags using Zendesk macros?
Zendesk macros allow you to manage tags on tickets by adding, setting, or removing them. To add tags, use the 'Add tags' action, which appends new tags to the existing list. To replace current tags, use the 'Set tags' action, and to remove specific…
What is the purpose of the 'Comment mode' in Zendesk macros?
The 'Comment mode' in Zendesk macros determines whether a comment is public or private. While it's optional, it ensures that the macro text is posted as intended. If you specify 'Public' or 'Private' in the comment mode, the composer will…
Can I use Zendesk macros to start side conversations?
Yes, you can use Zendesk macros to initiate side conversations. This action ensures that key information is automatically included when starting a conversation. Side conversations are useful for involving third parties or other team members in…
Are custom fields available in Zendesk macros?
Yes, certain custom fields are available in Zendesk macros. You can set tags using drop-down lists, multi-select options, and checkboxes. However, not all field types are supported. For instance, multi-line fields are not available for interaction…
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