Zendesk Macros

Add Birdie to Zendesk Macros

This is how it looks like:

To create a macro that includes a Birdie Link, watch the video and follow these steps:

How to add a Birdie link to your Zendesk macros

1. Create a new macro on Admin Center > Workspace > Macro > Create a Macro

2. Click on "Add Action" and select "Comment/description"

3. Go to your Birdie settings and copy "Your Birdie link to paste in Triggers, Automations and Macros"

4. Write the text you want in your Macro and paste your Birdie link into it

5. Save it. You're all set!

Using the Macro Suite app or HTML scenarios?

If you're using the Macro Suite app or working with URL-encoded HTML scenarios, Zendesk may break the Birdie link if it includes raw placeholders like {{ticket.id}}.

To prevent this, URL-encode the link so that special characters like { and } are safely interpreted.

For example, instead of:

https://your-subdomain.birdie.so/recorder?zar={{ticket.id}}&zce={{ticket.requester.email}}&via={{ticket.via}}

Use the URL-encoded version:

https://your-subdomain.birdie.so/recorder?zar=%7B%7Bticket.id%7D%7D&zce=%7B%7Bticket.requester.email%7D%7D&via=%7B%7Bticket.via%7D%7D

This ensures your macro works reliably in all scenarios.