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Question

• When running the Run Ticket Macro step in Sidekick, why do I see the error “This macro is unavailable”?
• What does the “This macro is unavailable” error mean in the context of Zendesk macros?

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Answer

There are two common reasons why you might see the “This macro is unavailable” error when running a Zendesk macro in Sidekick:

1. The macro configured in Flow Builder is not visible to the agent’s role or group in Zendesk.
   • This can be configured by going to the Zendesk Admin Center, navigating to Workspaces > Macros, finding the macro in question, and checking the Available for setting.
2. Inside of Flow Builder, an invalid macro ID was configured.
   • This can happen if the macro was deleted or if the ID was manually entered incorrectly. See the note under Search for a macro in the Run Ticket Macro step documentation for more details on how to set the macro ID.

We have also observed situations where Zendesk is returning an HTTP 409 Status Code, which will cause the “This macro is unavailable” error to be displayed. This occurs when multiple updates to the same ticket are sent too quick. This can happen if:

• Another Zendesk application is also trying to update the same ticket at the same time as FlowEQ
  • In this case, we recommend reviewing how tickets are being updated in Zendesk and ensuring that there are no conflicting updates.
• The Flow has a step immediately before the Run Ticket Macro step that is also automatically updating the ticket or if the agent was quickly updating the ticket before the macro was run.
  • It may be beneficial to migrate the macro into a FlowEQ step type (such as the Update Ticket Field step) to remove multiple automatic steps in a row.
  • Another option is to move the automatic run macro step to be before a manual step. For example, having the macro execute before an agent manually runs an “Add Internal Note” step.