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.
Related articles:
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.
29 Comments
Hello!
There's no option to enable suggested macros on my admin page. What can I do?
Thank you :)
Letícia The feature is still being rolled out and won't complete until later tomorrow, 10/29. Please check again after that!
Just a heads up, your see About suggested macros. link above take users to the Enabling and disabling suggested macros article.
How do I enable this to some agents only? I don't want to have the whole company as tester.
The setting for this feature is for the whole account. It's not currently possible to enable for only some agents.
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.
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!
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.
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.
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?
Most likely there are multiple Aaron Miller's in our Help Center and we accidentally @ mentioned the wrong one.
Apologies for the confusion there!
Thanks, Brett.. I was worried it was some sort of automation/security concern, but that makes way more sense now that I look again.
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?
Ben Steele I'll check your account and then send you an email with my findings.
Hi, we enabled this in our account. How come it shows macro suggestions for some ticket but not for some?
Riah Lao Please check out article on Using Suggested Macros for more info, but the likely answer here is that we only make a suggestion when making the initial reply on a ticket.
Hi Team
If an Agent has created macros - personal and for Groups, will both be deleted when that Agent's access is revoked ?
I can tell you at least that the personal macros will be gone and can't even be recovered by zendesk. Maybe test it for public macros with a new test account. I never tested that.
We are a longtime Zendesk customer and are halfway through our busy season with thousands of macros used in the past 7 days alone. but the button to turn it on still says we do not have enough macros.
Hi Steve,
I'll create a ticket for you to investigate further. Please wait for my update via email.
Is there a way to remove shared macros for an individual agent? In case an agent wants to personalize and only use their (Me only) macros instead of using the shared macros
I hope all is well! As you can see in this article, at the moment you only have the option to restrict macros access either to "all agents", or "Agents in group - specified groups"(Suite Growth and up or Support Professional and up only), or "Me only"(the macro creator). You can not currently remove specific users from shared macros as they fall under "All agents" access, but you can work with the group restriction and exclude the user from the group to which the macro is assigned.
I hope this helps!
Scott Allison We would love to enable this for a subset of Agents - are you looking at rolling this into roles so we can more granularly roll this out?
Heather Rommel Thanks for the question! We don't currently have confirmed plans to do that unfortunately. It would be great if you could submit this as a new idea in our Community, so others can find and vote on it.
We do have some other enhancements though that we're working on right now for Suggested Macros. In Q1 we'll be extending it so that it can provide suggestions at any point in time during the conversation, not just on the first comment. Look out for more on that in the New Year!
Hi. When my agents go into "Apply Macro" they are shown a subset called "Relevant Macros" and they have to manually back out of this view. This is not helpful and is slowing us down. How can we turn this off, so they see the main macro menu when they click Apply Macro?
as I can read here, these are the only options that you can enable/disable in there: the most used macros and the suggested macros. If that's the one you are referring to, you can disable it and it shouldn't appear anymore.
However, it could be you're using a third party app as well, and this is the one showing said field. So, if that's the case, the best thing would be to get in contact with their support and check with them. However, if that's not the case, I suggest you to get in touch with our Support, so we can investigate further by looking at your settings, so we can have a clearer idea on what you are referring to.
Best,
Jennifer Zecchin Just to clarify this point for you, the "relevant macros" subset is appearing as you have enabled Contextual Workspaces and is unrelated to Suggested Macros.
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