Using calendar ticket fields in macros

The calendar app pushes lots of data about your calendar events into Zendesk ticket fields. Having this data available makes it possible to create views, reports and will also allow you to easily reference events using placeholders in macros & triggers.

In this article we'll cover how to create macros that reference these fields. This will make it super easy to talk about events with other Zendesk users. 

For example, you could build a macro that says:

Hi John, I've scheduled the event to take place on 2018-07-18 at 01:00pm (Melbourne time). 

This macro is actually referencing 3 Zendesk ticket fields in order to automatically enter the event details.

So let's start with the Zendesk ticket fields that are used by the calendar app that might be useful in a macro: 

  • calendar event date: The date the event takes place.
  • calendar event description: This is defined by you in the 'Settings' tab.
  • calendar event duration: How long an event is in minutes.
  • calendar event link: This is a link to either the event in Google calendar or Office 365. If the calendar is not linked to an external calendar, this will be a link to a .ics file.
  • calendar event subject: The title of the event. This is defined by you in the 'Settings' tab.
  • calendar event time: The time the event starts
  • calendar event time zone: The timezone the calendar event time is set in.
  • calendar event where: This is defined by you in the 'Settings' tab.

In order to reference them in a macro, trigger or automation, simply click the calendar icon in the main menu on the left, then go to the 'admin' tab:

SweetHawk__-_Agent.jpg

At the bottom, you'll then be presented with a list of each ticket field and their corresponding placeholder:

Simply copy the placeholder (including the curly brackets) to use that ticket field in any macro, trigger or automation. 

Coming back to the example used at the beginning of this article, you might choose to make a macro like this...

Hi John, we've scheduled the event to take place on {{ticket.ticket_field_45844567}} at {{ticket.ticket_field_45844587}} ({{ticket.ticket_field_45844607}} time).
 
...which will end up looking like:
 
Hi John, we've scheduled the event to take place on 2018-02-18 at 01:00pm (Melbourne time).
 
For more information on creating Zendesk macros, triggers and automations, see the knowledge base articles here: 
 
Using macros to update tickets and chat sessions
 
Streamlining workflow with ticket updates and triggers
 
Streamlining workflow with time-based events and automations
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2 Comments

  • 0
    Avatar

    Hi Peter,

     

    Looks interesting. However I would like to see if we can do the opposite process.

    That is, to create an Event based on a Zendesk macro or trigger.

    The user case is that we have this customer that wants to have Outlook tasks created automatically based on changes in the ticket.

    We were thinking of leveraging your integration with Outlook Calendar by creating events in Zendesk based on business logic.

     

    What do you think?

     

    Jorge

     

  • 0
    Avatar

    Hi Jorge, it is currently already possible to add a calendar event as part of a trigger action if that is what you're looking for. We have an article on how to do this here.

    Edited by Michael Emmerson
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