Hello! I'm trying to use Zendesk API to process the comments of agents and I have a couple of questions.
1) Is there a way to find out if a comment is a macro or not?
2) After choosing a macro as a template for a comment and applying changes (filling in placeholders, putting an additional text to the end) is it still considered as an 'AgentMacroReference' type event or it becomes a plane 'Comment' type event?
You can use the Ticket Audits endpoint to determine if a comment is a macro or not. The
AgentMacroReferenceevent will still appear in the results if a macro has been used even if there have been changes made to the comment before being sent.I hope this helps!
Tipene