Katarina Swank

upvoting as we have recently has this requested from our agents.

Feature Request Summary: 

It would be nice to have the ability to add/change Requester in a macro.

Description/Use Cases: 

Agents heavily use macros for standardized responses on a ticket. Our agents are often redirecting requests to correct people or creating net new tickets to specific people for assistance. it would be nice for it to also automatically move an existing requester into the CC and add a new requester.

Business impact of limitation or missing feature:

This feature would help speed up responses and ticket creation especially with agents that have to do this constantly. 

With our business, we heavily use email. We have received feedback that it would be nice to have the ability to change the outbound email address dynamically via macros.

We have 2 main use cases, where having the ability to do this would be extremely beneficial to the agent.

1. When creating a net new ticket, some of our groups need to select which email address they need to send from as they may be a part of multiple groups or have multiple email aliases in 1 group (or both!). Most use a macro today to fill in the form automatically and maybe even have a template for comment and subject. It would be nice to save the extra few clicks of updating select an address to be able to have the macro select it for them. 

2. The next use case would be when the end user uses the incorrect email alias, the agent has to manually update it on their end, but again, since we heavily use macros, it would be beneficial to have certain macros have a "built in" outbound email alias. 

Also adding to this conversation. We would love to see 2 enhancements. 

1. Someway to filter out the "bad" attachments. Even if an additional section is added for "approved" attachments, where we can add a list of approved file types to "filter" out the bad ones would be beneficial. 

2. have true time stamps added to each file, so we know what the most recent one is. An example of what our agents currently battle is getting revisions of the same file, but the file name was never updated by the end user. 

+1 to this as well. We have been asking for this for awhile. We have several teams that only use side conversations and there is no way to really measure their utilization, CSAT, SLAs, etc..

We also would love to this feature added.

+1 to this functionality!

We are using the shredder app to auto-recover OOO tickets, however, it doesn't work 100% of the time and a huge issue we see is the OOO is not tied to the original ticket. This causes issues when a group has 10+ agents and don't know where the OOO originated. One agent may solve it out, when another agent needed that OOO to redirect their communication. 

Like others have mentioned, anything textual based in PDF, DOC(X), XLS(X), PPT(X), TXT, CSV, MSG and EML.

upvoting this as well! We have many groups on Zendesk that primary use side conversations for communication and have no way of exporting that thread.