by Michael Warden
MSISers -
As you all know, Zendesk is a critical tool in our workflow for providing great service. And, as many of you know from our post earlier this year, there are lots of tips and tricks for making Zendesk work for you.
One are of powerful functionality is the use of Automations, Macros and Triggers for getting things done in Zendesk automatically or at the click of a button. Some of these work individually, some are for all users and some are system-wide and behind the scenes. In order to help outline the best cases in which to use these features, Eric Weimer put together a basic guide on the recommended uses and how to get help in our Knowledgebase. Please review the content at the source: https://wiki.umms.med.umich.edu/x/jYFmCg as well as the current version pasted here for easy reading.
Enjoy!
-----
Zendesk Macros, Triggers and Automations
Zendesk offers a number of functional components to streamline ticket handling into workflows. A workflow can consist of one or more of the following functional components:- Macros allow agents to quickly set ticket properties and/or provide a standard reply to a ticket. Macros can also be used internally to consistently route tickets between groups.
- Triggers are business rules that run immediately after tickets are created or updated.
- Automations are business rules that execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated.
For assistance with creating a Zendesk workflow:
- Open a new Zendesk ticket.
- Enter your email address in the Requester field.
- In the lower left corner, click the apply macro menu, select Design, and then select Create Zendesk Workflow.
- After the macro is applied to the ticket, scroll to the Description field and enter as much information as possible for the tasks to be performed.
- Click the Submit button. The ticket will be routed to the Performance Improvement & Management group, who will contact you to assist with designing and implementing a workflow using the appropriate components.
Macros
Macros are prepared responses that enable quick response to common requests with a standard reply. Macros can also set ticket properties and are applied when creating or updating a ticket. Macros can be available to all agents (shared macros), only to agents in a specific group, or only to a specific individual. Only administrators can create and manage shared macros.
To use a macro, while editing a ticket, click the apply macro dropdown menu and select the appropriate macro form the list. The ticket will automatically have its properties changed as defined by that macro. These properties can be subsequently changed by the agent, if necessary.
Macros can be organized into categories by including the category in the macro title and separating the category and macro name with two colons; e.g., Accounts::Confluence User will file the Confluence User macro into the Accounts category, which appears in the apply macro dropdown list.
Zendesk placeholders are containers for dynamically generated ticket and user data. Placeholders can be placed within ticket notifications to put specific information from the ticket into the notification automatically. The format is a data reference contained within double curly brackets.
|
Triggers
Triggers are business rules that run immediately after tickets are created or updated. For example, a trigger can be used to notify the customer when a ticket has been opened. Another can be created to then notify the customer when the ticket is solved. Only administrators can create and manage triggers.
Triggers contain conditions and actions. Combine these to create ‘if’ and ‘then’ statements (if the ticket contains a certain set of conditions then the actions make the desired updates to the ticket and optionally notify the requester or the support staff). Condition and action statements can be built using ticket properties, field operators, and the ticket property values.
Each time a ticket is created or updated, all of triggers run; therefore, when creating triggers, think about the order of triggers. An action in one trigger may change a ticket property that is used by another trigger, which could result in multiple email notifications, misapplied tags, and customer confusion.
|
Automations
Automations are similar to triggers because both define conditions and actions that modify ticket properties and optionally send email notifications to customers and the support staff. Where they differ is that automations execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated. Only administrators can create and manage automatons.
|
0 comments :
Post a Comment