As an agent working on tickets within Zendesk, there are plenty of occasions where you might want to book a customer either into a specific round-robin queue or you may be looking to book a support call with yourself.
Setting up a macro using Zendesk's placeholder tags combined with our Smart Booking Links allows you to dynamically populate the prospect's email and even choose who the meeting is booked to/from.
Note: Specific admin permissions in Zendesk may be required to create or manage macros.
- Set up macro for booking to an inbound router
- Set up macro for booking a meeting to a specific meeting type
Set up macro for booking to an inbound router
Use-case: Creating a booking link to book into a round-robin or ownership queue, i.e., to book a meeting with their Account Manager or with the CS team.
1. Add macro
Browse to Zendesk's admin panel, Manage > Macros > "Add Macro".
You can name the macro anything you like. In this case, we're going to pretend we're setting up a macro that will send a prospect a link to book to a queue for their Account Manager.
2. Copy booking link from router or queue
You will want to grab either the router URL or the queue URL that you are going to want to send users to. You can snag this from the inbound router embed settings:
Or, from the queue online booking URL settings:
Copy this link, and let's go back to the macro editor.
3. Add a new hyperlink comment
"Add action". > select "Comment / Description".
You will likely want to add this booking link as a hyperlink rather than sending it in plain text:
4. Using merge tags in the hyperlink
The hyperlink text will be something like the following example:
In this example, we are including 3 merge tags:
This allows us to dynamically refer to the requester's email address so that they don't have to complete a form, and we can also define who the booker was for this meeting (the CS rep who was assigned the ticket).
Chili Piper will take care of the rest!
When the prospect clicks the link to book, we will capture their email address and automatically route based on your queue rules. For example, if this prospect is an owned Contact in Salesforce, we can route appropriately based on that email.
Set up macro for booking a meeting to a specific meeting type
Use-case: When you want to generate a booking link for your own calendar or the calendar of the ticket's assignee.
Let's assume you are the assignee of the ticket in Zendesk. Using the same dynamic tags as above, we can create a booking link specific to your calendar but with a team's meeting type.
This time, the hyperlink from above will look something like this in the format of a personal booking link:
Now we're telling Chili Piper to book to your calendar (as assignee), again using the ticket.assignee.first_name and last_name tags. Likewise, we still refer to the requester by ID.
The difference here is that we are adding a static element - a specific meeting type we want to associate this meeting with.
It's recommended that for each meeting type, you create a separate macro, e.g.: