We want to set up our Zendesk so that if a specific drop-down is selected,(for example Salesforce access) a Macro is automatically added requesting the requester to get approval. (For example "this request needs approval from your manager")
As an added bonus we would love it if we could create an internal giving the agent specific instructions.
Hey Tom, why not do the other way around? Create a macro then whenever it's being used it's actually selecting the correct dropdown from the Ticket Field type?
You can also fill out some other field on the ticket and even add tag/s.
Hey Tom, sounds like you can use a Trigger with the `email user` action for this.
Something like:
Condition: Topic is Salesforce access
Action: Email user - (requester), Email subject = Re: {{ticket.title}}, Email body = this request needs approval from your manager.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.