Building macro action statements

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<p class="p">The table below describes the actions available when creating macros for your support
tickets.</p>
<p class="p">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.</p>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602" target="_blank">Using macros to update tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">Creating macros for tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886850586" target="_blank">Creating macros from existing tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884166554" target="_blank">Organizing and managing your macros</a></li>
</ul>
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<th class="entry nocellnorowborder" id="d52e82" style="vertical-align:top;">Actions</th>
<th class="entry cell-norowborder" id="d52e85" style="vertical-align:top;">Description</th>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Set subject</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">You can use this action to replace the ticket's current subject. </td>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Status</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">
<div class="note note">
<span class="notetitle">Note:</span> If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>, 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.</div>
<p class="p">The ticket status can be set to the
following:</p>
<p class="p"><strong class="ph b">Open</strong> indicates that the ticket has been assigned to an
agent.</p>
<p class="p"><strong class="ph b">Pending</strong> indicates that the requester has been asked for
information and the ticket is therefore on hold until that information has been
received.</p>
<p class="p"><strong class="ph b">On-hold</strong> 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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458" target="_blank">Adding the On-hold ticket status to Zendesk Support</a> in
the Administrator Guide). </p>
<strong class="ph b">Solved</strong> indicates that the customer's issue
has been resolved. Tickets remain solved until they are closed. </td>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Status category</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">
<div class="note note">
<span class="notetitle">Note:</span> If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>, system ticket statues
and any ticket statuses you create are grouped into status categories. Each status
category has a default ticket status. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402-Managing-ticket-statuses-#topic_zgh_dbh_vrb" target="_blank">Managing ticket statuses</a>.</div>
<p class="p">The
status category values are:</p>
<p class="p">The <strong class="ph b">Open </strong>status category is for grouping
ticket statuses that indicate when tickets are ready to be worked on by your
support team.</p>
<p class="p">The <strong class="ph b">Pending</strong> status category is for grouping ticket
statuses that are used to indicate that the support team is waiting for the
requester to reply.</p>
The <strong class="ph b">On-hold</strong> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458-Adding-the-On-hold-ticket-status-to-your-Zendesk" target="_blank">Adding on-hold ticket status to your
Zendesk</a>). <p class="p">The <strong class="ph b">Solved</strong> status category contains ticket statuses that
indicate that the customer’s issue has been resolved. </p>
</td>
</tr>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>, you can select system
ticket statuses and new ticket statuses you created in macros.</td>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Form</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">Your ticket forms are available as actions. Select a specific form.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">Creating ticket forms to support multiple request
types</a>.</p>
</td>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Brand</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">Add a brand to the ticket.</td>
</tr>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Priority</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">The priority can be set to <strong class="ph b">Low</strong>, <strong class="ph b">Normal</strong>, <strong class="ph b">High</strong> or
<strong class="ph b">Urgent</strong>. </td>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Type</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">
<p class="p">The type can be set to the following:
</p>
<p class="p"><strong class="ph b">Question</strong></p>
<p class="p"><strong class="ph b">Incident</strong> 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. </p>
<p class="p"><strong class="ph b">Problem</strong> is a support issue that needs
to be resolved. </p>
<p class="p"><strong class="ph b">Task</strong> is used by the Support agents to track various
tasks. </p>
<strong class="ph b">Note</strong>: It's currently not possible to link incident tickets to
problem tickets or set task due dates using the task action in macros.</td>
</tr>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Group</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">
<p class="p">You can set groups to any of the following: </p>
<p class="p"><strong class="ph b"> (—)</strong> is used to
unassign a group (if one has already been assigned)</p>
<p class="p"><strong class="ph b">(current user’s
groups)</strong> 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:</p>
<div class="p">
<ul class="ul" id="topic_ktz_mqq_4y__ul_tfq_sv3_vx">
<li class="li">The group currently assigned to the ticket, if the agent is in that
group.</li>
<li class="li">The agent's default group, if one is available.</li>
<li class="li">The first group the agent belongs to, if no default group is set.</li>
</ul>
</div>
<strong class="ph b">Group name</strong> is the actual name of the group that is assigned to the
ticket.</td>
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<tr class="row">
<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Assignee</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">
<p class="p">You can set assignee to any of the following: </p>
<p class="p"><strong class="ph b">(current user)</strong>
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. </p>
<strong class="ph b">Assignee name</strong> is the
actual name of the person assigned to the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Set tags</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">The tags you want to insert into the ticket. The set tag action <em class="ph i">replaces</em>
the current tags. Tags must be separated with spaces. Multi-word tags must be joined
with an underscore (for example, about_sales). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Add tags</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">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).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Remove tags</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">The tags that you want removed from the existing list of tags contained in the
ticket (if any). Tags must be separated with spaces.</td>
</tr>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Comment/description</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">The text of ticket comment, and email notification.</td>
</tr>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Comment mode</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">Public or Private. Only agents can view private comments. </td>
</tr>
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<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;">Side conversation</td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">Use this action to start side conversations and ensure that key information is
included automatically when conversations are started. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829558938" target="_blank">Using macros to start side
conversations</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e82" style="vertical-align:top;"><em class="ph i">Custom fields</em></td>
<td class="entry cell-norowborder" headers="d52e85" style="vertical-align:top;">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. </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e82" style="vertical-align:top;">Add
follower</td>
<td class="entry cellrowborder" headers="d52e85" style="vertical-align:top;">You can use this action to automatically copy a specific agent to the ticket or
the <strong class="ph b">(current user)</strong>. You can't use this action to copy an end
user.<p class="p">This
action is <strong class="ph b">Add CC</strong> if you have not <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418" target="_blank">migrated to new CCs and followers
experience</a>.</p>
</td>
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