View not updating

Hi @Judy Correia, that's odd. Just so we can troubleshoot this situation: if you conduct a manual search for that tag and that form, how many results do you get?

tags:your_macro_tag form:"Your form title" status<closed

This should present the same number of tickets as your View. Because your view shows zero tickets, could you also try the same, but excluding the form parameter, please?

tags:your_macro_tag status<closed

Do you get the same results?

Hi Pedro, 

tags:your_macro_tag status<closed returns the same thing as the view, which is missing a few tickets. There are several applicable forms so

tags:your_macro_tag form:"Your form title" status<closed won't query.

Does the user type impact macros/views? Most of the users running the macro are light agents.  

If the first query returns the same as the view, then it could mean the tag was removed from some tickets where it's been applied to (?).

The light agent role shouldn't have an impact on macros. It could affect Views, however: if your agents are applying the macro to tickets assigned to more than one group, while their role permission only allows them to view tickets assigned to their group(s), they may not see all tickets that comply with the View conditions.

Could that be the case?

No, our users are not manually changing the tags. As soon as they run the macro and submit the ticket the tag should be added. It appears in some cases the tag is not being added when the macro is run. Causing quite an issue now as we are attempting to use this to tag highly escalated requests for visibility vs folks directly spamming our support managers.

Hi @Judy Correia is there any trigger being fired in these cases, whose actions include 'Set tags' instead of 'Add tags'? That could be another possible explanation.

If not, I suggest you open a ticket with Zendesk's support team, so that this case can be reviewed in detail (it's difficult to fully understand the situation without visualizing the ticket events, the view, etc).