In order to import your macro list without problems, a specific naming convention needs to be used for headers in your Excel files. A template example can be seen below:
| macro name 1 | macro name 2 | macro name X | description | comment | comment_mode | status | priority | subject | type | add_tags |
remove_tags |
| Order Issues | English | Good macro | The order will arrive soon! | public | solved | low | Subject1 | incident | with_tags |
|
|
| Order Issues | German | Bad macro | Die Bestellung wird bald eintreffen! | private | pending | normal | Subject2 | question |
with_tags |
Mandatory fields:
- Macro name 1, 2, 3, X - represents the name of your macros. For the example above, the Macro name inside Zendesk is represented with "Order Issues::English" and "Order Issues::German". You can expand your Macro names with additional "macro name X" columns.
- Comment - Which comment templates are seen inside the ticket.
Optional fields:
- Description - represents a short description of your macros for your agents.
- Comment_mode - comment will be updated to the indicated status.
- Status - ticket will be updated to the indicated status.
- Priority - sets the ticket priority.
- Subject - allows agents to set a specific subject for some ticket.
- Type - ticket will be updated to the specified type.
- Add/remove tags - Which tags are going to be added/removed inside your tickets.
Please note that without mandatory headers and fields, macros will not be updated!
In case you're still having issues during import, please reach out to us - app-support@leafworks.de. We'll be happy to help!
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