Organizing and managing your macros Follow

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23 comments

  • Avatar
    Andy Senjaya

    Are the Active Macro is downloadable then extracted to excel or csv format?
    Thanks for the enlighten..

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    Jessie - Community Manager

    Hi Andy!

    There's no in-product feature that will allow this, but you can export the information using the API. You can find more information about that here: https://developer.zendesk.com/

    Hope that helps!

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    Emelie Dahlström

    Hello,

    I think ot woould be great if you could assign more than 1 agent group to a Macro. This would minimize the amount of Macros which would make it easier also to maintain all Macros.

     

    Thanks!

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    Kristen Mirenda (Edited )

    Good news @Emelie -- we're planning to roll that out next week. Here's the announcement! 

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    Amanda Winston1

    HI Zendesk Product team!

    I would like to request the feature enhancement of Agents who's role permits them to created/edit group macros be extended the permission to reorder their groups' macros as well.  

    Right now we have groups that regularly revamp their macros, and using best practices, retire the old version and create a net-new macro putting this macro 'at the bottom" and I have the large and tedious job, as the one admin, of reordering these manually (very time consuming and annoying when you have many macros due to the pagination) when it would be simple for these group managers to incrementally keep things in the proper order if only they had access to do so.

    Thank you for the consideration.

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    Siobhan Hitchmough

    Over time, as macros are added you can start to get a bloated list of automated responses. The ability to see how frequently the macros were used in the last 7 days is great but what about in the last month? Six months? What about being able to deactivate any macros that weren't used in a particular period? 

    I would love to see the ability to pull reports on which mactos are used most frequently within a time as a way of sreamlining support and working away from bloated helpdesks.  Thanks!

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    Nicole - Community Manager

    Amanda & Siobhan - Thanks for the feedback! The best place for this sort of input is in the Product Feedback forum, as the Product Managers check there regularly. That being said, I see Kristen has weighed in on this thread, so hopefully she'll see this as well. 

    Have a great day!

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    Tom Cerceo

    Hello, 

     

    I am writing to ask if it is possible to pull up a list of every macro we have that has a specific Tag in it. I am not interested in a report showing all the tickets a tag is in but the macro that applies it. Please let me know if you need any other info. Thank you. 

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    Jessie - Community Manager

    Hey Tom!

    If you're on the Enterprise plan you'll have access to our Business Rules Analysis feature. Otherwise, you should be able to pull that info out of your Zendesk using the API.

     

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    wood3man

    There is no way Administrators can view agent macros. As a result agents can create their own verbiage for responses which I see as problematic as some agents may not convey the same information. It would be great to either allow Admin to review macros or limit whether an agent has the ability to create a macro. As admin I have to read each ticket to ensure the macros represent the information the company wants disseminated.

    Just a thought.....

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    Jessie - Community Manager

    Hi wood3man!

    This is an interesting suggestion! We do have a thread about this in our Product Feedback forum, so if you're interested it would be really helpful if you hopped over there to share your use case. This kind of information is really helpful to our Product Managers (although they're not always able to respond).

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    Gwenda Ellwood

    Hi Jessie Schutz - I went to the thread link you gave us, but it starts with a statement from a Community saying the thread ought to be merged with other ones. I left my use case there anyways.

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    Kathryn Joseph

    As an admin, why can't I see all the macros created and used throughout ZD.  It would be great to be able to grab a macro created by a TM and clone it, modify it and then share it with a group so messaging can be the same across the board.

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    Jessie - Community Manager

    Hi Kathryn!

    I'm not sure why it works this way, but I'll see if I can get some insight on it from our Product Team. I'll let you know if I find out anything of interest!

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    Jonathan March

    @Kathryn, Yes, this is a long-time request (including from me!) Now that Jessie and Nicole are ship-shaping the organization of this Community, it's useful when such requests are made in the Product Feedback sections.

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    Pat Prince

    Is there any way to have personal macros higher in the list than shared macros?  Even when I select "Move to first position" on a Personal Macro, it is still only first for the Personal Macros and after the last Shared Macro.

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    Jessie - Community Manager

    Hey Kathryn! Checking back in with you.

    I spoke with a couple of our Product Managers about this, and it looks like the reasoning behind the original decision is lost to history. If I were to make an educated guess, though, I'd surmise that it's related to the fact that Admins can't assume into Agent profiles in Zendesk. Giving Admins the ability to view agent personal Views and Macros would require a certain amount of assume capability which isn't available right now.

    All of that said, our PMs are totally open to re-evaluating that functionality and are interested in hearing why it's important to your work in Zendesk. 

    I checked in our Product Feedback topic and I don't see any active threads about this at the moment. I'd strongly encourage your to head over there and start a new thread with your detailed use case there so our PMs can understand the problem this would solve for you!

    We've even put together a post with some pro tips for writing a great Feedback post that includes some specific questions you can answer to give the PMs the most useful information possible. You can find that post here.

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    Andrew J

    @kathryn and all. Definitely would be great to be able to access all macros. Better macro control has been a long time request. It's fairly obvious why... as an admin in want to be able to see what agents are doing and elevate good ideas. The original assume function did not allow us to make an agent macro public either. This request goes back to pre-lotus days :)

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    Jessie - Community Manager

    Hi Pat!

    I'm afraid it's not possible to change the order in which the macros appear in the list. However, your agents can start typing the name of the macro they want in the macro bar and Support will dynamically display the ones that match. It makes finding what you need a lot faster; I use it all the time.

    Also, the top five macros that an agent uses in the course of a week will automatically show at the top of the list, provided the feature hasn't been disabled. Personal macros are included in this list. So if it's something your agents use frequently they'll see it right at the top.

    Hope that helps!

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    Hege Moen

    We have 4 pages of macros, as we use Zendesk to log the phone calls we recieve. During the year we will expand, and the list of macros will be very, very long.
    It's a pain to sort all these macros, as I only can sort the macros on the page I'm on. I'm seemingly not able to move macros between these pages. Any help? Drag and drop is not very functional when the list is long, and when I can't drag macros over to another page it gets kinda hopeless. 
    It's not an option for us to sort the macros alphabetically, nor to have the top used list enabled, we need a fixed order.

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    Jessie - Community Manager (Edited )

    Hi Hege! 

    There is a way to reorganize your macros without using drag and drop!

    The first thing you'll want to do is go to your Macros page and click the 3-dot icon in the upper right of the screen, and click Settings. From there, you'll want to make sure that Manual ordering is selected (it probably is, since you've been dragging and dropping already).

    Once that's done, click the 3-dot icon that corresponds to that macro you want to move. You'll see a dropdown list with several options, including Move to first positionMove to last position, and Select position.

    The first two are self-explanatory. If you click Select position, a box will pop up with a list off all your macros. Select the one you want the macro you're position to appear above, and click Move. The macro will appear in the position you've chosen!

    I hope that helps!

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    Ahmed nasar

    Hello Team,
    can i remove access from agent that makes him create his personal macros ?
    *i have created macros already and i need all agents to use it and stop create personal macros , is there is any way to remove this access from them ?

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