Organizing and managing your macros Follow

Comments

12 comments

  • Avatar
    Andy Senjaya

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

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    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!

  • Avatar
    Kristen Mirenda (Edited )

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

  • Avatar
    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.

  • Avatar
    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!

  • Avatar
    Nicole Relyea

    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!

  • Avatar
    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. 

  • Avatar
    Jessie Schutz

    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.

     

  • Avatar
    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.....

  • Avatar
    Jessie Schutz

    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).

  • Avatar
    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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