Zendesk macros

Zendesk macros can streamline customer communication by automating responses. By integrating Screendesk, you can easily request screen recordings to better understand and resolve customer issues. This guide explains how to create a macro for sending Screendesk recording links to customers.

Steps to Create the Macro with Screendesk Integration

1. Access Zendesk Admin Center Log in to Zendesk and navigate to Admin Center > Workspace > Macros.

1. Create a Macro

• Click on Create a Macro.

• Name your macro something clear, such as Request Screen Recording.

• Add an Action

  • Click on Add Action and select Comment/Description.

  • Enter a generic text template explaining the purpose of the recording and how customers can provide it.

  Example Template:

Hello {{ticket.requester.first_name}}, We understand you’re experiencing an issue with {{custom_fields.software_name}}, and we’re here to help. To assist you more effectively, could you kindly share a recording of the problem you’re encountering? Don’t worry, there’s no need to download anything or sign up – it’s a simple and secure process.

Here’s how you can record and share your issue with us:

1. Click on this link: [Insert link here].

2. Once there, click on Start Recording

3. Choose the screen you want to share and demonstrate the issue you’re facing.

4. After you’ve shown us the problem, click on Stop to end the recording. Then, click on Submit to share it with our support team.

We appreciate you taking the time to do this. It will greatly help us understand the issue more clearly and allow us to provide a more precise solution.

Best regards, The Support Team

• Retrieve the Screendesk Generic Recording Link

  • Log in to Screendesk.
  • Click on Request recording to generate a generic recording link. Example link: https://app.screendesk.io/recordings/new?ak=0ZMy1g&key=vQvF_A&src=rria

• Customize the Screendesk Link Modify the link to associate the recording with the Zendesk ticket:

  • Add zid={{ticket.id}}& after new? to include the ticket ID.

  • Replace src=rria with src=rrz&p=1 for proper integration.

  Final Link Example: https://app.screendesk.io/recordings/new?zid={{ticket.id}}&ak=0ZMy1g&key=vQvF_A&src=rrz&p=1

• Insert the Customized Link into the Macro Replace the placeholder [Insert link here] in the template with your customized Screendesk link.

• Save and Test the Macro

  • Save the macro and test it in Zendesk Messenger.

  • Ensure that:

    • The macro sends the correct Screendesk link to the customer.

    • Recordings are logged as internal notes in the Zendesk ticket.