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Zendesk macro equivalent ?

Does anyone know what is the equivalent of Zendesk macro in Jira Service Desk ?
I'm specifically referring to the ability for a user to automate a set of actions on his ticket by clicking on a button.

I'm evaluationg JIRA Service Desk compared to Zendesk.

With Zendesk for instance, agents can create macro that automatically set a specific status and send a mail with a specific template. Exemple : We try to call you but you weren't available ...


In JIRA Service Desk, I see rules and triggers but no manual trigger like a dropdown button list or a button available on the ticket view to quickly handle many tickets requiring the same action.



2 answers

0 votes
Jack Community Leader Sep 26, 2018

I don’t know of anyway to add “button macros”. Alternative - do this via a transition in the workflow. The “button” appears at the top of the detail issue view which equates to the transition. I would argue that you would want the status to change to “waiting for customer” in the example you conveyed.

other ideas:

  • if you want to take an action on many issues you could consider bulk edit. This could be adding a comment, performing a transition etc.
  • you could consider “canned responses” and my want to look at the marketplace for options on this.
0 votes

Hi Jonathan,


I hope you would have found this out before, but just putting it here for others like me. 

The equivalent of Zendesk Macros can be created using Manual Triggers under JIRA Automation.


Hope this helps.



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