Macro Import Requirements

Summary

To ensure a smooth import of your macro list, it's important to follow a specific naming convention for the column headers in your Excel file. This article outlines all required and optional fields for macro import.

Mandatory fields:

The following columns are required in your import file. Without these, macros will not be created or updated.

• Macro name 1, 2, 3, X - represents the name of your macros. For the example below, 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 - Specifies the text that appears in the ticket when the macro is applied (i.e., the comment template).

Optional fields:

These fields are not required, but including them allows you to configure additional macro behaviors:

• Description - A short internal description of the macro for agents.
• Comment_mode - Sets how the comment is added to the ticket (e.g., as a public reply or an internal note).
• Status - Updates the ticket to the specified status (e.g., open, pending, solved, etc.).
• Priority - Sets the ticket’s priority.
• Subject - Defines a specific subject line for the ticket.
• Type - Updates the ticket to a specific type (e.g., question, incident, problem, task).
• Add/remove tags - Tags to be added or removed from the ticket.
• Custom ticket fields -  To update custom fields, use the following column naming format:  custom_fields_12345  
  Replace 12345 with the actual field ID from your Zendesk instance.

⚠️ Make sure all mandatory headers are present and correctly named — otherwise, the import will fail and the macros will not be updated.

Template Example

Below is an example of a correctly formatted import template:

In case you're still having issues during import, please reach out to us - app-support@leafworks.de. We're happy to help!