Using suggested macros

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  • Montana Steele

    Is there any information about how this will work on enterprise accounts with Multi-Brand? Is it smart enough to only suggest macros that align to the brand of the ticket, or is there risk that in turning it on, it will suggest the wrong brands' macros to our agents? 

  • Scott Allison
    Zendesk Product Manager

    Montana Steele Brand is one of the inputs into the machine learning model, so it is brand aware. That doesn't mean it will be right 100% of the time, but our team of data scientists are constantly working to improve accuracy.

  • Oded

    Hi Team,

    Our Suggested Macros section isn't showing for a few days now (we did see it in the past). Only the 'Your most used' section

    We have the 'Suggested Macros' settings enabled, I have tried disabling and reenabling them, but this hasn't helped :(

    We also don't have any Contextual Workspaces.

    Any troubleshooting suggestions?

  • Jake Bantz
    Zendesk Product Manager

    Hi Oded - can you submit a ticket with our support team? We'd love to gather more details about what you're experiencing. Feel free to include a link to my comment here in case they want to reach out to me.

  • Stephanie Cala

    Hi - if an agent accidentally marks a macro as irrelevant, is there a way to undo this option?  

  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Stephanie Cala there's no option to undo once your agents marks a macro as irrelevant, but no worries, while clicking the X does immediately dismiss that macro suggestion from view, it doesn't mean it will not be shown again. The data is fed back in to the model, but a few accidental clicks will be drowned out by the many applications of the macro. :) 


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