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Run a macro from a trigger?

  • December 10, 2021
  • 6 replies
  • 0 views
J

tl:dr Can I get a macro to run from a trigger

Goal:  create link to internal support tool on tickets (based on requester email), so agents can just click and be taken straight to the information - should it exist.

Tickets are created by customers emailing in.

I have created a macro that successfully creates the link as an internal comment, but this should be seamless, so I want a new ticket to have that link ready to go.

A trigger doesn't seem to have the ability to generate any sort of text field (I don't care if it's in a ticket field or a comment, so long as it's there).  And triggers also don't seem to be able to run a macro.

I'm open to other approaches - I just want that link sitting there for agents on ticket open.

      6 replies

      Hervin
      • Hervin
      • December 20, 2021
      Hi John,
       
      Thanks for reaching out and providing all of this great information. I'm afraid the answer to your question, "Can I get a macro to run from a trigger", is no at this time. Neither Triggers or Automations are able to run macros as an option or just populate comments on a ticket, either public or internal. Considering there does not appear to be any plans to introduce a feature that allows you to run a macro (or internal note), I've thought about a potential workaround that I hope may be helpful.
       
      The best workaround I could think of unfortunately does rely on a bit of manual input from one of your agents. If you have agents who monitor all new tickets and triage them to the appropriate team, you could ask that they run the macro on the appropriate tickets before they're assigned to the proper group. If you already have business rules in place to triage tickets, this likely would not help and I apologize for that limitation.
       
      Please let me know if there's anything I can clarify.
      Amie11
      • Amie11
      • December 21, 2021

      Hey John,

      There are a couple of workaround options you could use. You could look to set up a trigger & webhook combo which can post an internal note to tickets. Check out the steps in our article here below. I see one of the images is broken in my link however, I'll get that one fixed up asap. 

      How to add an internal note to a ticket via a business rule

      Secondly, you could look at installing this shortcuts app in your account which will present a really easy clickable link for the agent to navigate to from inside any ticket. You can check it out here, they have a free version of the app which allows you to set up 1 link. 

      Shortcuts App

      Let us know how you go. :)

      Best,

      Amie

       

        M
        • Mark13
        • December 22, 2021

        @hervin @amie11 - thank you for your recent posts.  My aim has some commonality in that it involves triggers and macros, but I'm interested in embedding macro content in a public comment in a trigger.  For simplicity, let's say you are asking people in your ticket form to select from a list of their favorite fruits, and you'll send them information on any that they select.

        Condition: if the custom ticket field "Favorite Fruit" is not empty

        Action: email user

        Body of email: if "apple" is selected, insert "apple information macro" content; if "orange" is selected, insert "orange information macro content"; if "grape" is selected, insert "grape information macro content".

        This would enable us to edit the various macros with new information while not having to edit the triggers.  I'd rather avoid linking them to articles, and I'm trying to avoid numerous triggers.  Please forgive me if I'm missing anything obvious.

        Thank you!

        J
        • John62
        • Author
        • December 23, 2021

        You could look to set up a trigger & webhook combo which can post an internal note to tickets. Check out the steps in our article here below.

        How to add an internal note to a ticket via a business rule

        @amie11 I'm going to call that a "self-referencing" webbook, and it's brilliant, thanks!

        You can check it out here, they have a free version of the app which allows you to set up 1 link. 

        Shortcuts App

        Super cool idea, I would use, but it requires Sunshine, and we don't have the right plan, from ZD site:

        Enabling access to Sunshine

        You'll need access to a Zendesk Suite plan. You must also activate the Sunshine platform APIs for the account before you'll be able to see data from the resources in Admin Center and customer context interface.

              

        Amie11
        • Amie11
        • December 23, 2021

        @john62

        Glad I was able to help with the webhook!

        Keep that shortcuts app in your back pocket, maybe one day you'll be on the right plan and able to utilize it. I've seen it in action with some clients who've got about 15 custom URLs in the app for their agents and apparently it saves a lot of time and effort for them. :)

         

        J
        • John62
        • Author
        • December 23, 2021

        Good times!

        How to add an internal note to a ticket via a business rule

        @amie11 works great! 

        One addition, if you would like a nicely formatted html link (or any kind of html), change the Attribute Name: in the target to:

        ticket[comment][html_body]

        and in your Trigger, the message could now be something like:

        <a href="https://yourwebsite.com/admin/?email={{ticket.requester.email}}">Admin information</a>

        Thanks!

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