Suggested macros are shared macros that were applied to similar tickets and that may help agents resolve the ticket more efficiently. Support uses machine learning and the past nine months of your macro usage data to make these suggestions. For more information about what suggested macros are and how to train your account to improve the quality of suggestions, see About suggested macros.
On Professional and Enterprise plans, administrators and agents in custom roles with permission can enable and disable suggested macros.
Enabling and disabling suggested macros
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 it. In addition, at least 8 of the macros in the account need to have been used at least 50 times in a first public response 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.
To enable and disabling suggested macros
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Macros.
- Click the options icon (), and click Settings.
Only admins and some agents with custom roles are able to see this icon.
- Toggle the Display suggested macros option on or off.
This is an account-wide setting, not individual. Turning the option on or off will affect all admins and agents on the account. For example, you can't enable or disable suggested macros for only some agents.
- Scroll down (in the dialog box), and then click Save.