Using suggested macros

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12 Comments

  • Montie 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? 

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  • Scott Allison
    Zendesk Product Manager

    Montie 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.

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  • 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?

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  • 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.

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  • Stephanie Cala

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

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  • 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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  • Gabriela Manarim

    Hello, 
    The macro suggestion works in all channels?
    Because I´ve tried in Whatsapp and Messenger and didn´t work.

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  • Jake Bantz
    Zendesk Product Manager

    Gabriela Manarim - there are only select channels covered by suggested macros. Those channels are documented in the Applying suggested macros to tickets section above.

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  • Gabriela Manarim

    Thank you for update Jake!
    How WA and Messenger wasn´t mentioned , it doesn´t work.
    My doubt was if this channels was in those mentioned how Web Widget or also API, but I no think so.

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  • Jake Bantz
    Zendesk Product Manager

    Ah yes. Web Widget is the 'classic' more ticket form focused widget (not messaging), and API is specific to the requests and tickets API. Whatsapp would be in the messaging/Sunshine Conversations space rather than just "API".

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  • Stacy Robinson
    Zendesk Luminary

    It would be great to have a suggested macro area in the admin center to use as suggestions to create new macros.

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  • Jake Bantz
    Zendesk Product Manager

    Stacy Robinson we just released macro suggestions for admins as part of our Advanced AI release earlier this year. Hopefully this is similar to what you had in mind.

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