Power up your Macros with additional actions and placeholders

The Extended Macros App has been designed to solve simple yet meaningful problems by adding additional actions for your macros. Follow the set up instructions in the help centre article here to get started. Then create your macros and start using the additional actions quickly and easily.

Key Features

• Add or Remove CCs

• Set Requester

• Share and Unshare Tickets

• Update Outbound (Recipient) Email Address

• Set Linked Problem Ticket ID

• Add Ticket Skills

• Update Custom Fields, including text, multiline, credit card, number, decimal, date, lookup, and regex fields

• Set the Custom Status field

• Mark a Due Date

• Change the Ticket Organization

• Check and set primary email address

• Show all phone numbers on user profile

About the Extended Macros app

Do you ever find it cumbersome to remember or have to type out CC email addresses? Think it’s tedious to constantly search for the same requester over and over? Or maybe you need to more easily set the Ticket Sharing Field or add a linked problem ticket. It could even be that you want to quickly set the outbound email address of your ticket notifications via macro. If so, then Extended Macros may be the right tool for you, by adding additional actions into the Zendesk macros, agents can save time, reduce errors, and improve outcomes.

This app makes it easy to update the skills on a ticket, update any of the Zendesk custom fields including text, numeric, date, regex, and lookup fields, set a due date, and change the organization associated with the ticket, all by extended the actions available via Zendesk's own powerful macro functionality. Just install the app and then follow our special syntax to extend your macros with additional actions. Have more questions? Check out our help centre article for more details.

Use Cases

Ideal for a range of use cases, see here for more information.

• CC non-agent staff members, managers, HR, or other relevant parties.

• Make it easy to set the requester of an existing or new ticket without having to remember the email address.

• Share tickets with other Zendesk accounts via Macro quick actions

• Easily set the outbound email address (recipient address) that email notifications are sent from

• Make it easier to manage incidents by setting linked problem tickets

• Quickly add Skills to a ticket to help with routing

• Set values for any of the different custom field types to improve agent efficiency

• Update the custom status on a ticket with a single action

• Add a due date to the ticket to help manage deadlines

• Change the organization associated with a ticket to help manage customer relations

• Check if email comes in from secondary email address and switch with primary

About Eastern Logic

We strive to provide thoughtful solutions for organizations using Zendesk. Our solutions range from the simple apps that add a key piece of missing functionality, to bespoke consulting engagements implementing highly complex workflows. We welcome feedback on existing apps as well as enquiries about custom solutions. Please leave a review below or get in touch with us here.