Recent searches


No recent searches

Turning on suggested macros



image avatar

Amy Malka

Zendesk Documentation Team

Edited Feb 11, 2025


3

32

32 comments

image avatar

Ivan Miquiabas

Zendesk Customer Care

Hi Bonnie Minnamon
 
Thanks for reaching out! 
 
The exact requirements are explained in Enabling and disabling suggested macros support article (below the requirements part).

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

0


Hi. I have some questions about the macro usage data:

1) When replying to a ticket, if we select a macro but edit some of its content before sending it as an public answer to the customer, does that count towards the macro usage data for Zendesk? 

 

2) We usually save our macros as internal notes, edit it as necessary, and then copy and paste the final version of it as a public answer when replying to our customers. Does that count as macro usage or not?

We really want to implement the macro suggestion feature, but we are having troubles figuring how to raise our macro data usage to use this feature. In which stances using a macro is actually being counted towards the macro data usage?

0


Please sign in to leave a comment.