Forums/Documentation/Agent Guide

Organizing your macros

Anton de Young
posted this on August 24, 2011 15:39

Most Support teams create and use lots of macros. As your list of macros grows, you may find it difficult to quickly locate macros when you’re trying to apply one to a ticket. You can remedy this by organizing your macros into categories. You do this by including the categories in your macro titles and separating them with two colons, as in this example:

The macro title example above indicates that you’re assigning the ticket to yourself and setting the Type property to Question.

After you've categorized your macros, you click through the levels of categorization using the Apply macro menu when creating or updating a ticket.

Zendesk Classic:In Zendesk Classic, macro categorization looks like this:

Reordering the list of macros

You can also reorder your list of macros, which affects what you see in the macros menu. Agents can only reorder their personal macros. Administrators can reorder their personal macros and all shared macros.

To reorder the list of macros
  1. Click the Manage icon () in the sidebar, then select Macros.
    Zendesk Classic: Select the Manage menu, then select Macros.
  2. Click Reorder. You’ll find this at the end of the list of active macros.
  3. Click and drag macros to new locations.
  4. Click Done.
 

Comments

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Karen Chan

It would be nice if there were a way to reorder whole categories of macros, instead of moving them one at a time. Also, new macros added to a category should appear in that section, instead of at the bottom of the list. Any chance of these features being added? Thanks!

February 09, 2012 15:21
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Wendy
taskrabbit

Is there a tool built in to the Zendesk admin dashboard to analyze how many times we used a certain macro (where and when) or do I have to depend on tagging + gooddata?

April 26, 2012 09:58
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Anton de Young
Zendesk

Wendy, 

Yes there is a way to do that. It's an Enterprise version feature. Check out this article

May 14, 2012 15:14
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Maica France Saldo

Hello,

 

I wasn't able to access my macros. I cannot edit, add or delete them.

 

Thank you!

May 21, 2012 19:58
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Anton de Young
Zendesk

Maica, 

I assume you're an admin in your account? If you're not able to see your macros, please email support@zendesk.com to open a ticket. One of our agents will help you. 

May 22, 2012 08:51
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Gary De Vera
bookrenter

Hi, is there anyway we can multi-edit macros? Like selecting them all and edit/apply automation and triggers?

July 23, 2012 09:18
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Pete P
qatarairways

@Anton

You mentioned in an earlier reply that you can see the amount of time a Macro can be used. I couldn't find this in the property analysis.

Pete

September 16, 2012 21:50
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Justin Seymour
Zendesk

Gary: There's currently no way to bulk-edit macros! 
Pete:  Let me check on that. 

November 08, 2012 09:18
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Alexander King
MADE.com

Hello all, first post I think :)

 

Similar request to the bulk-edit of macros, which would be extremely helpful. Can you export/import templates from any file format? 

At the moment it's looking like I'll have to copy and paste 60 macros into Excel so I can cross reference and update them!

 

Alex


PS yes I count myself lucky there's only 60!

November 12, 2012 08:37
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Anton de Young
Zendesk

Alex, 

It's currently not possible to export the content of all of your macros. However, if you build your macros using dynamic content, you can export them as a CSV file, make changes if you want, and then reimport them. The purpose of dynamic content is primarily to make it easier to support multiple languages but it should work just fine for this as well. Take a look at this https://support.zendesk.com/entries/20720458-providing-multiple-lan... and this https://support.zendesk.com/entries/20744077-exporting-and-importin...

November 15, 2012 14:38
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Cynthia
picaboo

Regarding post below from Karen:

"It would be nice if there were a way to reorder whole categories of macros, instead of moving them one at a time. Also, new macros added to a category should appear in that section, instead of at the bottom of the list. Any chance of these features being added? Thanks!" from February 2012

I'm also wondering about this. 

I did not see a response to this but am having trouble with organizing my macros in the Apply Macro" window.  It seems that there is no way to put each individual group in the order you want, plus I have found the alphabetical sort option unresponsive at times,  It seems to me that the letter "a" should come before "c" and if there is a space it should come before the letter "a", but it does not work in all cases. What am I doing wrong?

 

Thanks for your reply.

January 08, 2013 13:57
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Justin Seymour
Zendesk

Hey Cynthia: 

If you head over to the macro management page, you'll be able to reorder everything in the order you want. You can't drag and drop a nested group, but the macros will appear exactly how they're ordered on that page. When you're working with a heaping amount of macros, it's definitely annoying to resort the list when adding new macros. Aside from the default sorting options and the manual rearrange, there are no other sorting functions at the moment. 

January 09, 2013 03:16
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Jennifer Rowe
Zendesk

I updated the organizing your macros doc (removed the part that said the limit was three levels).

February 22, 2013 15:55
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Andrew J
BizStudio NZ

Is there no limit on macro levels now?

Also, editing one by one in new ZD is a very awkward.

April 04, 2013 15:57
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Dave Dyson
Zendesk

Hi Andrew -

Thanks for your feedback on editing macros. There may be an ultimate depth limit, but I was able to create a macro 30 levels deep... Hopefully that would suffice?

April 06, 2013 10:43
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Andrew J
BizStudio NZ

30 levels should be enough :-P  - Scary!  I thought 3 was good and 4 might be useful every now and then!

April 06, 2013 14:23
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Jan Palouš
geewa

Please vote for my proposal!  Allow your agents to share Macros within their group!

https://support.zendesk.com/entries/23784798-Allow-Agents-to-share-Macros-within-their-group

May 13, 2013 08:42
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Sylvain Petit
taulia

Jan,

 

it is already possible.

May 13, 2013 09:09
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Honza Palous

Sylvain, I was told just the opposite from your colleagues. 

"Unfortunately agents can only make macros visible for themselves and not share them, however any admin in your help desk will be able to make this change as they have the rights to do so. Really sorry about that."

May 13, 2013 09:47
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Sylvain Petit
taulia
I'm not from Zendesk. In my support page we all have access to macros.
May 13, 2013 10:45
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Sylvain Petit
taulia
Because we are all admins.
May 13, 2013 10:45
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Jennifer Rowe
Zendesk

Hi Sylvain,

Ah, that makes sense, if you are all admins. But agents cannot create macros and share them with others (they can only make personal macros). So I think Honza wants agents to be able to create and share macro within a specific group.

 

May 13, 2013 10:48
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Honza Palous

Yes Jennifer, you are absolutely right. 

Come on Zendesk people, this must to be a question of just setting one user permission, lets make a better world today! 

 

best

May 13, 2013 12:51
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Brandon K.
Zendesk

Hey Honza,

If you are on the Enterprise plan you can set this permission in a custom role. If you go to the tools section and set permissions for 'What can this agent do with macros?' you will be able to allow your agents to set macros for themselves or their group. You can see a screenshot of this option here:

Group_macros_in_roles.png

If you are not on the enterprise plan though, you would need to set your agents to administrators in order to be able to do this. A better workflow, however, would be to make an existing administrator be in charge of asking your agents for useful personal macros and then setting them as a group macro for the whole team.

Hope this helps!

May 13, 2013 14:38
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Honza Palous

Hello Brandon,

we are on a PLUS plan. I cant afford to double the cost of the whole helpdesk platform just to have this small feature enabled, that's not reasonable. 

Most of the time it is is not suitable to give your front-end agents admin permissions for your whole organization. That's just not suitable. 

We have to carry on using Google Docs to share Macros within the team while searching for something more suitable. 

 

Best

 

 

 

May 14, 2013 00:26
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Andrew J
BizStudio NZ

Hello Honza,

In most cases, I find that although I think our agent share great ideas for macros, I always want to modify them slightly, whether is is the wording, or some other field change.

I hear where you are coming from, personally I would like every Zendesk feature for the plus plan price :-D

There are two way to do this, though both are workarounds.

1. Make an agent only forum, and have you agents copy their macros in as comments, to share and improve ideas.  Then as admin, you create the macros exactly as you want them and share them to the appropriate group/s.  

2. Get your agents to make their macros, then temporarily boost that agent to admin, assume their login and go thru the macros to find good ones to make available to the group.  After this, revert role and drop the agent back to non-admin.

You might also want to consider having one admin per group if this is feasible.

Hope this helps

May 14, 2013 01:58
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Honza Palous

Hello Andrew,

thank you for for presenting your way of working, I am glad you find your service useful. 

No, you don't understand my point,  I certainly don't wish to have all features under a different plan they are intend to be. Theses features required development someone had to pay for and some of these features require regular service costs as well. 

What we are talking about is setting one permission to additional user profile. I wouldn't mind you saying, "Honza, this feature would require us to rewrite half of the code" or "making this feature available in lower then the highest plan would damage our business".

Instead, you are providing me with "hacking advises" like for some garage startup. None of this is suitable, we provide support in 7 world languages, work with part-timers, externals etc. Giving our beloved helpers the admin permissions to access every single ticket, including internal groups is just not the best option. 

Best

May 14, 2013 02:39
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Andrew J
BizStudio NZ

Hello Honza,

I am just a volunteer moderator, not an official Zendesk voice, hence why I couldn't say anything about the technical aspects.

I wouldn't quite call my suggestions 'hacking advice'; more suggestions for how to make it work.  The issue of upgrading agent macros to global or group macros has come up a fair bit, and these are the easiest ways for an admin to do this 'at this stage'. 

Custom user roles would allow another way to do this, but this feature is only on Enterprise. 

 

 

 

May 14, 2013 16:21
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Thomas Berkermann
espirit

Hello,

 

is there a way, to reach the importants macros with a shortcut, or a simple keybard key?

September 18, 2013 07:13
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Andrew J
BizStudio NZ

Quickest way to get a macro...

Ctrl-Alt-M... type macro name!

1-2 seconds would be the most it would take for my most common macros

September 18, 2013 11:45
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Valentina Mayz
springshare

Hiya,

I'd love to be able to organize my own personal macros into categories. Is this not possible? Our admins created a nice number of macros for the group so I don't want to clout that even more for everyone else, but I have a dozen personal macros that would be very useful to me if I could only organize them in categories. If this isn't doable now, would it be considered in a future update?

Thanks!

October 15, 2013 14:06
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Emily
Zendesk

Hi Valentina,

This article is all about organizing your Macros into categories. So let's say, for example, your customers have multiple billing options that they might write in about and you therefore have multiple billing-related macros. As an example, let's say your customers can pay by credit card or manual invoice, and they can choose between a Regular or Advanced Subscription. You would organize your Macros as follows:

Billing::Credit Card::Regular Subscription

Billing::Credit Card::Advanced Subscription

Billing::Invoice::Regular Subscription

Billing::Invoice::Advanced Subscription

The double colons tell the system that whatever follows should be a nested drop-down menu option. When an Agent selects Billing in the Macro pull-down menu, they'll see two options - Credit Card and Invoice. Either way they select, they'll then see two more options - Regular Subscription or Advanced Subscription. 

Does that help you get an idea for categorization or did you have something different in mind? If the latter, would you mind saying more about what you'd like this functionality to do?

October 16, 2013 14:44
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Valentina Mayz
springshare

Hi Emily!

Thanks for getting back to me so soon, and sorry about the dumb question. It seemed like this was only possible to do for admins since I couldn't find an indication in the interface to create categories for my personal macros, so I guess I misunderstood. 

I tried it and it worked like a charm - thank you!

October 17, 2013 06:12
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Emily
Zendesk

Hi Valentina,

There are no dumb questions. Happy to hear it's working for you!

October 17, 2013 15:21
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Mary Carroll

How do I organize my macros so that they show up in my APPLY MACRO button in a ticket, showing my personal macros first on the list.   Right now the Shared Macros are showing up first and my personal ones, which I use more, are showing after and I have to scroll down every time to access these.  Any suggestions?  Im not an admin and I asked my admin and she doesn't know.

November 01, 2013 10:20
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Andrew J
BizStudio NZ

Hello Mary,

As far as I am aware reordering macros like this isnt possible at this point.

We have over 150 macros I think and never worry about the ordering, for me the search is so good, using ordering would slow us down.  Typically from in a ticket I just hit CTRL-ALT-M and type that macro I want (Most of mine are named with the first few words of the macro, and normally shows up within a second.

Hope this helps.

November 01, 2013 10:32
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Craig Eastman
kixeye

Is there a way to relate MACROs to ticket fields, or for specific ticket forms?   For example, if I am a gaming company with multiple games, can agents see only MACROs related to the form/game (ticket fields) they are answering a ticket on?

January 31, 2014 14:00
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Emily
Zendesk

Hi Craig,

This is a great question and idea, but it's not currently possible within the product. Macro viewing permissions remain in three categories: 'All agents,' 'Agents in Group' and 'Me Only'. Feel free to share your use case in our Product Feedback forum!

February 03, 2014 10:11