Can a trigger automatically use a macro?

Hi Melanie

If i understand your question correctly, you can indeed have a trigger that runs when the ticket is updated and the checkbox is checked.

In that trigger under actions, you can have it fill your custom ticket fields, send an email to the requester or push data to a webhook using targets.

I hope that answers your question - If not feel free to reach out again!

Melanie, could you describe the desired workflow in more detail? Specifically what do you want to happen in what sequence? Carsten's suggestion fully addresses one interpretation of your question. However, if your question is read literally, then the answer is "sorry, no". For that, you might find Dynamic Content useful (very useful even for single-language content; professional subscription or higher required). 

https://support.zendesk.com/hc/en-us/articles/203663356-Providing-multiple-language-support-with-dynamic-content-Professional-and-Enterprise- 

Hi Jonathan,

The workflow would be, once the Escalated checkbox is ticked, the comment/description field would be populated with a macro that could then be edited and saved as an internal note.

I know we could use a macro that would automatically tick the checkbox, but wondering if this works the other way around.

Cheers
Mel

Hi Mel, Thanks for clarifying. Sorry, triggers only run after a change is *submitted.* 

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