Enabling and disabling suggested macros

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16 Comments

  • Letícia

    Hello!
    There's no option to enable suggested macros on my admin page. What can I do?

    Thank you :)

    0
  • Scott Allison
    Zendesk Product Manager

    Letícia The feature is still being rolled out and won't complete until later tomorrow, 10/29. Please check again after that!

    1
  • Michael Mulligan

    Just a heads up, your see About suggested macros. link above take users to the Enabling and disabling suggested macros article.

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  • Dave Dyson
    Zendesk Community Manager
    Thanks for the heads-up, Michael, I'll see if we can get that fixed. I think that link should go here: About suggested macros
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  • sebastian

    How do I enable this to some agents only? I don't want to have the whole company as tester.

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  • Scott Allison
    Zendesk Product Manager

    The setting for this feature is for the whole account. It's not currently possible to enable for only some agents. 

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  • Vasco Granhao (vasco)

    Hey Scott. I have a few agents who don't like the Suggested Macros feature and would like to disable it. Based on your previous reply, do I have it right that there's no way for individual agents to enable or disable suggested macros on their own? This is what my agents see when they try to reach the Settings by clicking on the (...) button.

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  • Beto
    Zendesk Customer Care
    Hello Vasco, thanks for your question!

    You are correct, I'm afraid that as of now, this feature is an "account-wide" setting. This means that it can only be enabled for everyone, or disabled for everyone on the account. 
    The "settings" option on the (...) button is not available to all agents, as it requires Admin privileges to be able to see it.

    I hope this was helpful!
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  • Aaron Miller

    I just tried to turn this on and I'm getting a message that says our account doesn't have enough macro data to turn on suggested macros.  Is this a bug?  Because many of us use macros regularly, and our account has certainly been around much longer than 9 months.

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  • Scott Allison
    Zendesk Product Manager

    Aaron Miller Suggested macros can only be enabled when the account includes enough data about past macro usage. Your account must include at least 800 tickets that were created within the last 9 months and that had a macro applied to them. In addition, at least 8 of the macros in the account need to have been used at least 50 times on tickets that were created in the last 9 months. If the account doesn’t include enough macro usage data, you will need to create and use more shared macros, more frequently, and over a period of time, before you can enable suggested macros.

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  • Aaron Miller

    Well, this is SUPER concerning. 

    WHY did I just receive a notification for a response on this thread, when clearly it was a different Aaron Miller who commented?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Aaron,
     
    Most likely there are multiple Aaron Miller's in our Help Center and we accidentally @ mentioned the wrong one. 
     
    Apologies for the confusion there!
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  • Aaron Miller

    Thanks, Brett.. I was worried it was some sort of automation/security concern, but that makes way more sense now that I look again.

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  • Brett Bowser
    Zendesk Community Manager
    No problem at all Aaron! Definitely better to check and make sure when it comes to security :) 
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  • Ben Steele

    Scott Allison

    We have a new instance of Zendesk (less than 4 weeks old) but we meet all of the requirements you mentioned above. I get the same message as Aaron shared about not enough macro data.

    Does Zendesk have to have been running for some time to use this feature or is this a bug?

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  • Scott Allison
    Zendesk Product Manager

    Ben Steele I'll check your account and then send you an email with my findings.

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