/case/ - Case Studies

Ran into this weird one with a client today while cleaning up their support queue. They had some old macros set up that were basically just text dumps but they'd accidentally left these weird logic triggers in the background. Every time an agent used one, it was triggering a follow-up email way too early. I thought it was a bug in the Zendesk app itself at first. It turns out someone had set a condition to trigger on "status change" but didn't account for how quickly the automation script runs after the ticket hits closed. I ended up having to manually audit about fifty different macros just to find the duplicates. Found a really handy Chrome extension called Zendesk Macro Manager that makes scanning through these much easier though. It's way better than clicking into every single one individually. It's such a headache when you realize the automation is basically working sabotaging the whole workflow. Spent most of my afternoon just untangling these nested triggers.