Zendesk Macro: Inserting a Dropzone link to a Messaging or Chat conversation

To make it convenient for agents to send the correct Dropzone link to customers when engaging in a Zendesk Messaging conversation or chat, we recommend creating a custom macro to automatically insert the Dropzone link into an agent's reply. 

In Zendesk, navigate to Admin > Workspaces > Macros > and click Create Macro. Give this macro a descriptive name such as "Messaging - Insert Link to SendSafely Dropzone" and make it available to any agents who will need to collect sensitive and/or large files via Zendesk Messaging or Chat. Add a "Comment/description" action with text like the following:

Please use the following link to upload your files: https://yourcompany.sendsafely.com/dropzone/yourdropzone/{{ticket.id}}

Replace the URL before the last / with the URL to the Dropzone for which you set up the connector. Feel free to localize the text before the URL, or replace it with additional clarifying information. Note that if you want to prepopulate your end user's email, you can instead use text like the following:

Please use the following link to upload your files: https://yourcompany.sendsafely.com/dropzone/yourdropzone/{{ticket.id}}/{{ticket.requester}}

When you're done configuring this macro, click Save.