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Organizing and managing your macros



Edited Jul 10, 2024


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35 comments

We're serving a few different products, and I'm curious if it's possible to group macros into different "folders" per say, so folks can go to different folder groups depending on the product email they are servicing. 

 

I can't find anything that references the ability to do this, but it seems pretty basic and I assume I'm missing something. Can we do this with zendesk? 

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Andrei Kamarouski

Community ModeratorThe Wise One - 2021

Hi @...,

You can organize this via:

  • Default macros access permissions (if your groups are organised accordingly to products you serve)
  • Contextual Workspaces (limit macros visibility using Product as a condition)
  • Our Advanced Macros app (allows to use of Brands or other custom ticket fields as filtering conditions for macros suggestions) 

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@... interesting. I'd want all users to have access to all of the macros, but just have them organized differently (instead of just a large list of all macros created). Would that be what your third bullet is covering?

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Andrei Kamarouski

Community ModeratorThe Wise One - 2021

@..., I have a feeling you are talking about something known as categorising macros, no? Or do I miss the point still? 

Our app shows suggestions based on specific comment content, not just everything. Search allows searching over all macros.

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@... yea, I saw that article but didn't really understand what it was trying to tell me. 

If I wanted to split a certain number of macros into a group, would I just add to the title (name of group)::(name of macro) and it does it on it's own?

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Andrei Kamarouski

Community ModeratorThe Wise One - 2021

@..., correct! Just try and enjoy! And look into my post about macros optimisation here btw https://support.zendesk.com/hc/en-us/community/posts/1260802024509-How-to-optimise-your-macros-usage-in-Zendesk

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What do I need to update when a user who has the no_scat tag linked to their user account submits a ticket and the ticket assignee uses a macro that has a tag set automatically removes the no_scat tag from the ticket?  How do I get the no_scat tag to stay on the ticket once a macro is used?

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Hi Leigha!

You need to use the "Add tags" action, which will append tags without changing the tags that are already there, instead of "Set tags", which removes all previous tags first – both are described here: Building macro action statements

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Hi, can I import the macros in bulk?

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Cheeny Aban

Zendesk Customer Care

Hi Riley, 
 
There isn't an out-of-the-box feature that allows you to pull a list of all your macros. However, you can use the API end-point List Macros to retrieve all shared and personal macros available to the current user. More information can be found here: How can I pull a list of all my macros from Zendesk?

 

 
 

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Hello!

Can I use some tool for import/export macros (or script) :

1. Export macro from zendesk to CSV files

2. Import from CSV files to zendesk macros

 

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Jeff C

Zendesk Customer Care

Hi Binomo Support Team,

While there is no native feature to do this in Support, you should be able to utilize the List Macros endpoint as explained here. You should also be able to pull in those Macros in a spreadsheet and save as a CSV file

For Importing CSV files that contain Macro Information, there are 3rd party apps available in the marketplace such as this one that you can utilize.

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A little late on the reply, but I built a tool that lets you quickly and easily convert JSON macro files to CSV, and lets you choose which columns to delete before exporting your file. We don't keep your data, and its free. Give it a try - zendeskmacrosconverter.com 

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When managing my macros as an admin, I keep running into the issue of seeing categories that no longer exist. For example, I used to have a Shipping:: category. I no longer have any macros under this category but it is still being listed on the dropdown. I'd prefer to see that cleared as there are no more macros under this category. It takes up space and I have waited weeks for it to clear since making changes. Is this a bug?

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Gabriel Manlapig

Zendesk Customer Care

Hi Naomi,
 
We understand that you used to have a "Shipping::" category that no longer exists but is still listed on the category dropdown when managing your macros.
 
Can you confirm if you deleted it completely or just deactivated it (under the inactivate tab)? Looking forward to your reply.
 

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Hi Gabriel Manlapig,

We did have a macro that was deactivated under that category, thank you! I did check another category under deactivated that has no macros and its category is still visible under activated. Would this still be a bug here?

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Gabriel Manlapig

Zendesk Customer Care

Hi Naomi,

We tried to replicate it on our test account, and it does the same thing. Per our article, this is expected behavior because the category dropdown will filter both the active and inactive macro categories.
 

 
For reference, see Using categories to filter macros. In order to remove it from your category list, you will need to delete the macro completely from your inactive tab. I hope that answer your question. Thank you!
 

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Gabriel Manlapig I'm not sure you did I understand my question. I do understand that th filter is applied to the active and inactive macros. But I have a category that is showing despite having no macros under it in the active or inactive category. 

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Gabriel Manlapig

Zendesk Customer Care

Hi Naomi,

In order to look into this behavior you experienced further, we will open a ticket on your behalf. For reference, please see Request # 12085980.

Thanks,
 

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Gabriel Manlapig, I'm also experiencing the same issue. No macros in Active or inactive tabs, and still the categories show.

thanks,

 

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Brett Bowser

Zendesk Community Manager

Hey Carmelo,
 
Thanks for bringing this to our attention! I'm going to create a ticket on your behalf so our Customer Care team can look into this for you.
 
You'll receive an email shortly stating your ticket has been created.
 
Cheers!

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Jahn

Zendesk LuminaryCommunity Moderator

Hello, don't we have capability of updating macros in bulk just like stated here on this article Announcing consolidated macros management

Not sure what does “bulk action” refer to. We basically need to update hundreds of macros to be available to the new group in Zendesk but looks like we need to do this manually. 

Let me know if there's any workaround on this please aside from updating via API.  Thank you!
 

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Matt Russell

Zendesk Luminary

Hi Zendesk.  When I am in the Macros list and click Actions > Edit Order 
I'm then presented with a page 99 macros (this appears to be both active and inactive) but our account has a total of 163 macros.  I'm only seeing a portion of the macros and this is then affecting my ability to reorder them.

 

I also made the mistake of sorting by one of the columns (Date Created) and that resorted just those 99 :( without an “undo” option.  I'm trying to manually reorder the macros but since I can't access all of them in one page (nor filter or pick and choose) I'm unable to fix my problem.  Is there a way to recover from this or some way to restore what I had before?  And better yet allow reordering for all macros and not cutting at 99?

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We are also seeing the same behavior as Matt Russell and can confirm that the same process is broken/unusable. We and our agents are no longer able to properly prioritize the correct macros.

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Same here Matt Russell + Derek Nuzum 

 

Our macro order editing instance is messed up. It needs to either be reverted back to the original format or present all macros on one page. 

We have 450 macros currently so it's getting a bit difficult to handle as new ones are being created.

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Shawna James could you please help with getting some traction on the above 🙏 Thanks 🤩

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Same issue, I can't order the macros because I can't see them all.

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Same issue as reported above.  Can't see all the macros, so they aren't alphabetizing properly.

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I also have the same issue, we have more than 1000 macros and need to shuffle them around as part of restructure. This can't be done when you can only see 100 per page. Please help!

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From support, I can confirm this workaround/URL modification works for now:

 

It appears that the investigation is still in progress; however, there is a useful workaround that you may consider implementing. Please append a `-v1` to the `/macros` path. For instance: .com/admin/workspaces/agent-workspace/macros-v1?access… Additionally, due to our recent fix, you now have the capability to adjust the `per_page` parameter in the URL to exceed `100`. This adjustment will also allow you to utilize the `page` parameter, thereby enabling you to load more than 100 items per page, which will facilitate the management of macros on a larger scale.

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