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Allow triggers to send a macro

  • July 6, 2022
  • 8 replies
  • 0 views
Sylvain11

Why is it not possible to send a specific macro if the conditions of a trigger are met?

I wish to create automations that could be triggered through specific tags but I cannot find the option to do so.

I would like for example that if a ticket is created from a specific contact form serving 1 specific purpose, to be able to send an automatic response. Best case it would be a 1-touch ticket, worst case it would already save us 1 agent touch. I had this feature with a Zendesk concurrent before, and I hope you can do something about it.

    8 replies

    Dane13
    • Dane13
    • July 10, 2022
    Hi Sylvian,
     
    You cannot use Macro on triggers. However, you can utilize web-hooks with update APIs and triggers to perform similar function. 
     
    Webhook: 
     
    https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

    Request Method: PUT

    Request Format: JSON
     
    Use the sample below for your trigger actions:
     

     
    You can check the article for Ticket Updates API to determine the correct format of your payload.
     
    Hope this helps!
     
     
    Sylvain11
    • Sylvain11
    • Author
    • July 11, 2022

    Thanks Dane, I will dig into this. 
    But I think having as a choice "Apply macro xxxxxx" in triggers would make it much easier for the ones with no dev background.

      raphael12
      • raphael12
      • October 7, 2022

      @dane13 Hi (again) Dane,

      Is it possible to use webhook messages (and how?) on chats ?

      Best regards,

      Raphaƫl

      Salim13
      • Salim13
      • October 13, 2022
      Hi Raphael, 
       
      Webhooks can be used in triggers to update tickets, but unfortunately it cannot be used to send a chat reply via support triggers. I would recommend instead creating a chat trigger to send an automatic message in a chat https://support.zendesk.com/hc/en-us/articles/4408884148762-Working-with-Chat-triggers 
       
      Best,
        raphael12
        • raphael12
        • October 13, 2022

        thanks @salim13!

        Yochabel
        • Yochabel
        • November 9, 2023

        Hi all, 

        Wanted to 2nd the comment made by Sylvain in July 2022. We are trying to set it up to automate responses to tickets when they remain in a certain status for a certain amount of time and having a way to easily add macros would be great. 

          Fabiano13
          • Fabiano13
          • December 19, 2023

          I believe it would be beneficial for us to have an easier way to do the same thing.

          Feike
          • Feike
          • May 16, 2024

          100% agree with Sylvain, Yochabel, and Fabiano!

          I can think of many use cases to respond with macros based on specific triggers. Should be an available action.

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