Organizing and managing your macros

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21 Comments

  • James Green

    We're serving a few different products, and I'm curious if it's possible to group macros into different "folders" per say, so folks can go to different folder groups depending on the product email they are servicing. 

     

    I can't find anything that references the ability to do this, but it seems pretty basic and I assume I'm missing something. Can we do this with zendesk? 

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  • Andrei
    Community Moderator
    The Wise One - 2021

    Hi @...,

    You can organize this via:

    • Default macros access permissions (if your groups are organised accordingly to products you serve)
    • Contextual Workspaces (limit macros visibility using Product as a condition)
    • Our Advanced Macros app (allows to use of Brands or other custom ticket fields as filtering conditions for macros suggestions) 
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  • James Green

    @... interesting. I'd want all users to have access to all of the macros, but just have them organized differently (instead of just a large list of all macros created). Would that be what your third bullet is covering?

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  • Andrei
    Community Moderator
    The Wise One - 2021

    @..., I have a feeling you are talking about something known as categorising macros, no? Or do I miss the point still? 

    Our app shows suggestions based on specific comment content, not just everything. Search allows searching over all macros.

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  • James Green

    @... yea, I saw that article but didn't really understand what it was trying to tell me. 

    If I wanted to split a certain number of macros into a group, would I just add to the title (name of group)::(name of macro) and it does it on it's own?

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  • Andrei
    Community Moderator
    The Wise One - 2021

    @..., correct! Just try and enjoy! And look into my post about macros optimisation here btw https://support.zendesk.com/hc/en-us/community/posts/1260802024509-How-to-optimise-your-macros-usage-in-Zendesk

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  • Wismann, Leigha

    What do I need to update when a user who has the no_scat tag linked to their user account submits a ticket and the ticket assignee uses a macro that has a tag set automatically removes the no_scat tag from the ticket?  How do I get the no_scat tag to stay on the ticket once a macro is used?

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  • Dave Dyson

    Hi Leigha!

    You need to use the "Add tags" action, which will append tags without changing the tags that are already there, instead of "Set tags", which removes all previous tags first – both are described here: Building macro action statements

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  • Riley

    Hi, can I import the macros in bulk?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Riley, 
     
    There isn't an out-of-the-box feature that allows you to pull a list of all your macros. However, you can use the API end-point List Macros to retrieve all shared and personal macros available to the current user. More information can be found here: How can I pull a list of all my macros from Zendesk?

     

     
     
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  • Alex Kir

    Hello!

    Can I use some tool for import/export macros (or script) :

    1. Export macro from zendesk to CSV files

    2. Import from CSV files to zendesk macros

     

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  • Jeff C
    Zendesk Customer Care

    Hi Binomo Support Team,

    While there is no native feature to do this in Support, you should be able to utilize the List Macros endpoint as explained here. You should also be able to pull in those Macros in a spreadsheet and save as a CSV file

    For Importing CSV files that contain Macro Information, there are 3rd party apps available in the marketplace such as this one that you can utilize.

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  • Nick Kassebaum

    A little late on the reply, but I built a tool that lets you quickly and easily convert JSON macro files to CSV, and lets you choose which columns to delete before exporting your file. We don't keep your data, and its free. Give it a try - zendeskmacrosconverter.com 

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  • Naomi Greenall

    When managing my macros as an admin, I keep running into the issue of seeing categories that no longer exist. For example, I used to have a Shipping:: category. I no longer have any macros under this category but it is still being listed on the dropdown. I'd prefer to see that cleared as there are no more macros under this category. It takes up space and I have waited weeks for it to clear since making changes. Is this a bug?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Naomi,
     
    We understand that you used to have a "Shipping::" category that no longer exists but is still listed on the category dropdown when managing your macros.
     
    Can you confirm if you deleted it completely or just deactivated it (under the inactivate tab)? Looking forward to your reply.
     
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  • Naomi Greenall

    Hi Gabriel Manlapig,

    We did have a macro that was deactivated under that category, thank you! I did check another category under deactivated that has no macros and its category is still visible under activated. Would this still be a bug here?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Naomi,

    We tried to replicate it on our test account, and it does the same thing. Per our article, this is expected behavior because the category dropdown will filter both the active and inactive macro categories.
     

     
    For reference, see Using categories to filter macros. In order to remove it from your category list, you will need to delete the macro completely from your inactive tab. I hope that answer your question. Thank you!
     
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  • Naomi Greenall

    Gabriel Manlapig I'm not sure you did I understand my question. I do understand that th filter is applied to the active and inactive macros. But I have a category that is showing despite having no macros under it in the active or inactive category. 

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Naomi,

    In order to look into this behavior you experienced further, we will open a ticket on your behalf. For reference, please see Request # 12085980.

    Thanks,
     
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  • Carmelo Rigatuso

    Gabriel Manlapig, I'm also experiencing the same issue. No macros in Active or inactive tabs, and still the categories show.

    thanks,

     

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  • Brett Bowser
    Zendesk Community Manager
    Hey Carmelo,
     
    Thanks for bringing this to our attention! I'm going to create a ticket on your behalf so our Customer Care team can look into this for you.
     
    You'll receive an email shortly stating your ticket has been created.
     
    Cheers!
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