We use a server-side rendered (SSR) Zendesk app to display data from a third-party system in Zendesk. We would also like to make this data available for the macros. So that the macro can use this data, we write the data in custom fields in Zendesk, from the self-developed app via the Zendesk API.
We are of the opinion that the data cannot be kept up to date with this solution.
We would therefore like to know if this approach is in line with Zendesk's best practices and if there are any recommended alternatives or additional optimisations to make our integration even more efficient.
Macros can currently update ticket fields by using the values associated with the existing ticket fields. In your case, you may need to consider regularly updating these ticket fields via API.
I hope this helps!