Organizing and managing your macros

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10 Comments

  • James Green

    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 Moderator
    The 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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  • James Green

    @... 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 Moderator
    The 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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  • James Green

    @... 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 Moderator
    The 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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  • Wismann, Leigha

    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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  • Dave Dyson
    Zendesk Community Manager

    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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  • Riley

    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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