We've added a fully keyboard navigable experience for agents to quickly preview the content of a macro before applying it to a ticket.
When will I get Macro Previews on my account?
You'll see this new functionality appear on your account on Thursday, September 14th 2017.
What's not changing?
Agents will continue to be able to access their macro list using the list at the bottom of a ticket or the keyboard shortcut (ctrl + alt + m). There are not changes in how you access your macro list.
Preview and Description
As agents hover or focus on a macro in the list, they will see an option to preview the macro. To apply the macro immediately, they can select the macro (keyboard or by hitting 'enter') to apply. Otherwise, they can preview the macro by clicking on the preview icon or using their keyboard (Shift + Enter).
If the macro has a description, they can quickly read the macro description without having to go through any extra steps. For now, if a macro does not have a description, the description tooltip will not appear.
Using the Preview
The macro preview displays all of the fields that this macro will change, add, or remove. This view summarizes what applying the macro will do to the ticket. It displays them in a way that mirrors the ticket layout. Currently, these fields are not editable.
If there are a lot of ticket fields, you’ll need to scroll down to view them all like you would in the ticket context. Tag changes are displayed as changes ( + or - ) so that agents can quickly see only what is being added or removed.
The layout and color of the comment mirrors the ticket. Internal Notes are yellow; Public Comments are white.
Placeholders and Dynamic Content
Agents need to see the content that is exists in placeholders and dynamic content to make the decision of whether or not this is the correct macro to use. You'll notice that both placeholders and dynamic content are rendered in the subject and comment preview so you can see what is being applied.
You can see attachments that will be carried over into the ticket.
Title & Description
The description for each macro appears below the title. If an agent has access, they will see prompts to add or edit the description.
Applying the Macro
Agents can use keyboard navigation or click on Apply Macro to apply their changes to a ticket from the preview screen. If an agent decides this is not the correct macro, they can hit “cancel” or "esc" without causing any costly changes to the ticket.
The preview layout is consistent with the ticket layout and gives you clues when values don’t exist in a macro. This helps agents quickly understand the content of a macro to compare it to others. In this case, this macro does not change ticket property fields.
In the following case, the macro does not change ticket property fields.
Here, the macro does not add a subject or comment.