It seems that with the API, macros can only be applied to existing tickets. I'm trying to set up a process where a ticket gets created with a macro already applied (the macro includes a comment template, which I would like to be the first comment of the ticket). This can be done manually through the Zendesk portal, but is there a way to do this through the API in the create ticket POST request?
Thanks for the help!
Additionally, we can include the Macro's ID in the ticket's macro_id field, so that it shows on the ticket audits.
i have added marco (body) in my ticket it has created like this. @rafael20 im also adding marco id in ticket but its not including this. can you help me how can i include marcos in my ticket thanks.
@Mohammad Aarij @Tipene Hughes
POSTMAN
ADMIN AREA OF ZENDESK
html_body property instead of the body property. For reference, we have a breakdown of the different types of comment bodies in our developer docs.Your ticket elements should be inside the ticket object, not the comment.
Something like the following:
{
"ticket": {
"subject": "Request: This is test",
"comment": {
"body": "This is test"
},
"ticket_form_id": 123456,
"macro_id": 760000,
"status": "open",
"custom_fields": [
{ "id": 123456, "value": "foobar" },
{ "id": 654321, "value": "foobiz" },
{ "id": 986765, "value": 3.14159 }
]
}
}My personal preference for comments follows @christopher53's suggestion, as html_body allows prettier customization.
@tipene and @rafael20
We are trying to insert an attachment via trigger + webhook, which is not possible, but it is possible in the macros. We are trying to apply the macro via trigger+webhook as mentioned above, but we noticed that the attachments have a token + exiption which can only be used once per ticket.
How can we apply this type of macros via API?
{
"result": {
"ticket": {
"fields": null,
"collaborator_ids": [],
"follower_ids": [],
"comment": {
"body": "<p>Macro Test Attachment </p>",
"html_body": "<p>Macro Test Attachment</p>"
},
"upload": {
"token": "BvGz0Z***************",
"expires_at": "2024-11-15T14:18:52Z",
"attachments": [
{
"url": "https://********.zendesk.com/api/v2/attachments/27735639529751.json",
"id": 27735639529751,
"file_name": "stepbystep.pdf",
"content_url": "https://********.zendesk.com/attachments/token/********************",
"mapped_content_url": "https://*******.zendesk.com/attachments/token/**************",
"content_type": "application/pdf",
"size": 375865,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"thumbnails": []
}
]
}
}
}
}
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Thanks for reaching out!
To apply a macro to a new ticket, you will first need to call the
GET /api/v2/macros/{macro_id}/applyendpoint which will return the changes the macro would make to a ticket. You'd then extract those changes and include them in the request to thePOST /api/v2/ticketsendpoint when creating the ticket. Here's a link to the docs which goes in to a bit more detail:- Macro API - Show changes to ticket
I hope this helps! Feel free to reach out with any questions.Tipene