Getting Started with Macros

Macros is a DD Tech feature which allow you to automate certain actions on a ticket. At the moment the only supported actions are to add a comment and trigger a webhook.

Create a macro

To create a macro you will need to login to DD Tech and navigate to the macro page on the left navigation menu. Once there, click the add button on the bottom right of the screen.

Step 1 - name your macro

Give your macro a useful name for easy reference. You also need to give a description of what your macro does.

Step 2 - Add a comment

You can add a comment here which will automatically be applied when using the macro on a ticket. You can also use placeholder tokens as described below.

Step 3 - view/add tokens

You can also add placeholder tokens into your comment. These are:

  • {{contact.email}} - email of the contact assigned to the ticket
  • {{contact.name}} - name of the contact assigned to the ticket
  • {{ticket.number}} - ticket number of the ticket
  • {{ticket.summary}} - summary of the ticket
  • {{member.name}} - name of the assigned member

When you activate a macro on a ticket these tokens will be replaced by the actual values from the ticket.

Step 4 - Configue a webhook (advanced)

This is an advanced feature which can be used to perform more powerful automations. You need to provide a http endpoint and select which data you want to include in the payload. When you apply a macro on a ticket, DD Tech will send a request to the given endpoint with the given payload.

Example payload:

{
"contactEmail": "chris@deskdirector.com",
"contactName": "Chris Le Sueur",
"ticketNumber": "1115503",
"ticketSummary": "need live help",
"memberName": "Andrew Lahikainen"
}

The payload values will all be of string type. You must perform the type conversions yourself (in the case of ticketNumber).

Using a macro

You can use a macro when viewing a ticket, just click the lightning icon on the textarea at the bottom of the page:

If you set up a comment, it will appear inside the textarea. If you set up webhooks a button will appear on the textarea toolbar. You can click this button to see a summary of the webhooks that will be triggered when you click submit.


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