Building macro action statements




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The table below describes the actions available when creating macros for your support
tickets.
Using macros, you can set ticket properties, add or modify tags, and add comments. Select an
action using the drop-down menu, then select or enter specifics in the associated drop-down
menu or text entry box.
Related articles:


Using macros to update tickets
Creating macros for tickets
Creating macros from existing tickets
Organizing and managing your macros











Actions
Description




Set subject
You can use this action to replace the ticket's current subject.


Status


Note: If you’ve activated custom ticket statuses, existing system ticket
statuses become status categories. If you have existing actions that use Status,
they’re updated to the default ticket status of the corresponding Status
category.
The ticket status can be set to the
following:
Open indicates that the ticket has been assigned to an
agent.
Pending indicates that the requester has been asked for
information and the ticket is therefore on hold until that information has been
received.
On-hold means that the support request is awaiting a
resolution from a third party, someone who is not a member of your support staff
and does not have an agent account. This status is optional and must be added (see
Adding the On-hold ticket status to Zendesk Support in
the Administrator Guide).
Solved indicates that the customer's issue
has been resolved. Tickets remain solved until they are closed.


Status category


Note: If you’ve activated custom ticket statuses, system ticket statues
and any ticket statuses you create are grouped into status categories. Each status
category has a default ticket status. See Managing ticket statuses.
The
status category values are:
The Open status category is for grouping
ticket statuses that indicate when tickets are ready to be worked on by your
support team.
The Pending status category is for grouping ticket
statuses that are used to indicate that the support team is waiting for the
requester to reply.
The On-hold status category contains ticket statuses
used to indicate that the support request is awaiting a resolution from a third
party—someone who is not a member of your support staff and does not have an agent
account in your Zendesk. This status category is optional and must be added to your
Zendesk (see Adding on-hold ticket status to your
Zendesk). The Solved status category contains ticket statuses that
indicate that the customer’s issue has been resolved.



Ticket status
If you’ve activated custom ticket statuses, you can select system
ticket statuses and new ticket statuses you created in macros.


Form
Your ticket forms are available as actions. Select a specific form. See Creating ticket forms to support multiple request
types.



Brand
Add a brand to the ticket.


Priority
The priority can be set to Low, Normal, High or
Urgent.


Type

The type can be set to the following:

Question
Incident indicates that there is more than
one occurrence of the same problem. When this occurs, one ticket is set to Problem
and the other tickets that are reporting the same problem are set to Incident and
linked to the problem ticket.
Problem is a support issue that needs
to be resolved.
Task is used by the Support agents to track various
tasks.
Note: It's currently not possible to link incident tickets to
problem tickets or set task due dates using the task action in macros.


Group

You can set groups to any of the following:
(—) is used to
unassign a group (if one has already been assigned)
(current user’s
groups) is the group to which the agent who is updating the ticket belongs.
If the user belongs to multiple groups, the macro makes a series of checks to
determine which group should be used. Group priority is determined as follows:


The group currently assigned to the ticket, if the agent is in that
group.
The agent's default group, if one is available.
The first group the agent belongs to, if no default group is set.


Group name is the actual name of the group that is assigned to the
ticket.


Assignee

You can set assignee to any of the following:
(current user)
is the last person to have updated the ticket, which is not necessarily the same
person who is assigned to the ticket. The current user (whoever updated the ticket
last) changes whenever the ticket is updated.
Assignee name is the
actual name of the person assigned to the ticket.


Set tags
The tags you want to insert into the ticket. The set tag action replaces
the current tags. Tags must be separated with spaces. Multi-word tags must be joined
with an underscore (for example, about_sales).


Add tags
The tags you want to add to the existing list of tags (if any). Tags must be
separated with spaces. Multi-word tags must be joined with an underscore (for
example, about_sales).


Remove tags
The tags that you want removed from the existing list of tags contained in the
ticket (if any). Tags must be separated with spaces.


Comment/description
The text of ticket comment, and email notification.


Comment mode
Public or Private. Only agents can view private comments.


Side conversation
Use this action to start side conversations and ensure that key information is
included automatically when conversations are started. See Using macros to start side
conversations.


Custom fields
Custom fields that set tags (drop-down list, multi-select, and checkbox) are
available as actions. You can select the drop-down list values, multi-select
options, and Yes or No for checkboxes.


Add
follower
You can use this action to automatically copy a specific agent to the ticket or
the (current user). You can't use this action to copy an end
user. This
action is Add CC if you have not migrated to new CCs and followers
experience.







