Organizing and managing your macros

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47 Comments

  • Christopher Rehn

    Can we manage macros in bulk? I have some 30 odd macros belonging to a group that I want to make available for another group as well as rename them. Doing this one by one is painstaking.

    2
  • Conza

    ^^^ I came here to ask / promote the same thing. Emphatically needed. 

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Christopher and Conza,

    Unfortunately, no. There is not currently any functionality around bulk management of macros. You're welcome to create a new conversation in the Product Feedback topic to get this idea in front of our Product Managers.

    0
  • Conza

    Done - https://support.zendesk.com/hc/en-us/community/posts/360004331267-Bulk-Macro-Managment (for anyone interested in being able to bulk update macros). Please up vote.

     

    0
  • Nicole Saunders
    Zendesk Community Team

    Thanks for sharing the link back, too, Conza.

    0
  • Andrei Kamarouski
    Community Moderator

    Hi all, 

    I am happy to let you know that Pythia now provides you advanced Macros Usage Reporting inside Zendesk. More details on the Advanced Macros by Pythia app https://www.zendesk.com/apps/support/advanced-macros-by-pythia/

    0
  • Dennis Day

    I went through a bunch of my macros and sorted some into groups/categories.  I found a bug though when you have one of the categorized macros in your top macros.  The category name appears to be css styled as a "block" element instead of "inline".  This moves the little eyeball around making the macros jump around and harder to click the one you want to click.  In the picture below, you can see the category is Kits.  I have a short video showing this issue but can't attach it.

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Dennis,

    I'm going to bring this into a ticket to see if we can replicate this issue on our end.

    Thanks for bringing this to our attention!

    0
  • GHW

    New feature request macro suggestion based on ticket tags. Please upvote this feature if you find it useful. https://support.zendesk.com/hc/en-us/community/posts/360052615213-Macro-Suggestion-by-Tag

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  • Lisa S

    Is it possible to attribute macros to brands? So only macros which are related to that brand appear when searching? We already categorise by brand. Thanks!

    0
  • Andrei Kamarouski
    Community Moderator

    Lisa S

    Our Advanced Macros app does it! Feel free to start a trial here and message us to discuss the configuration https://www.zendesk.com/apps/support/advanced-macros-by-pythia

    0
  • 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? 

    0
  • Andrei Kamarouski
    Community Moderator

    Hi James Green,

    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

    Andrei Kamarouski 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 Kamarouski
    Community Moderator

    James Green, 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

    Andrei Kamarouski 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 Kamarouski
    Community Moderator

    James Green, 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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