If your team runs on Zendesk then you probably have a treasure trove of macros to address all manner of tickets. What does that mean if you want to start using FlowEQ to compose messages? Don’t worry - we’ve got you covered.
FlowEQ can trigger the macros you’ve already written, so there’s no need to rewrite those templates all over again. In fact, combining macros with FlowEQ can actually increase their use.
With FlowEQ, you can use decision steptypes to ask your team questions, and through their answers you can guide them towards the right macro for the ticket.
Step Configuration
In addition to the general step configuration options, this step has the following specific options that can be configured.
Search for a Macro
Click the “Select…” field and start typing your macro name. The macro name will appear in a dropdown list. Click on the macro you want to trigger.
Only macros your user has access to will appear in this list. If you need to trigger a macro that you don’t have access to, you can have a Zendesk admin go to the Zendesk Admin Center -> Workspaces -> Macros. Once there, they can click the macro (as if editing it). You can then have them send the macro ID that is shown in the breadcrumb trail at the top of the page. It will be a numeric value like 16313433918099.
Inside of FlowEQ, you can click the small toggle icon to the right of the macro name field. This will allow you to enter the macro ID directly.
