| Announced on | Rollout starts | Rollout ends |
|---|---|---|
| October 26, 2021 | October 26, 2021 | October 29, 2021 |
Zendesk is excited to announce the General Availability of Suggested Macros. This new feature is powered by Machine Learning and is designed to help agents find the right shared macro, more often, and more quickly.
When replying to a new ticket, agents will see up to 3 suggestions when they click the Apply macro drop-down:
Eligibility
Suggested Macros is available on Professional and Enterprise accounts with sufficient macro usage data that allows a machine learning model to be built. 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.
11 Comments
Is this only for Agent Workspace or any Support UI?
Syd It is available in both the new and old agent workspaces.
I have just checked, and I'm one of the ones that doesn't qualify, we are a small company 1 agent and the rest are Light Agents. Close to 3.6k tickets by myself, so I'm surprised I haven't used macros 800 times or met the other criteria.
We have had the desk a good few years now.
1) Is there a way to tell how far we are from qualifying?
2) Does Light Agents using macros count towards the total?
3) Do we get a popup warning when we do qualify?
Hi, it looks like we meet these criteria but the option to enable this isn't showing?
The rollout won't be complete until the end of this week, so check back on Friday to see if your account has it!
We noticed that the Suggested Macros is live in our instance and auto-enabled. Was it meant to be enabled by default? We were planning on testing the function first before rolling it out and our teams noticed it was on before we did
We had the same experience as Sydney with it being unexpectedly auto enabled in our account. We're fine with it, just surprised as we don't recall seeing that mentioned anywhere. We had wanted to coordinate the enabling with a notification to our agents :(
I was very surprised to find that it was enabled without my permission, and it confused the agent.
It is good to add the feature, but I would like to request that it be disabled by default and enabled when the user needs it, as a future issue.
Echoing the same experience others have had, that it was auto-enabled for our account, and that was not at all expected, and not at all conveyed in any of the articles. We use multi-brand, and i wanted to do more research into how this would impact our account before it was turned on and potentially would suggest the wrong brands' macros to our agents, which would be high risk for our account.
Thank you everyone for the feedback about the rollout process. We did make this Announcement in advance as well as an in-product notification, but it sounds like you may not have seen that. I'll investigate that. In the meantime, if you do need to turn it off, you can do so in the Macro settings menu.
Scott Allison Thanks for commenting. I recieved the notification of the feature however, I do not recall seeing it stating that the feature would be enabled by default.
When reading the articles on how to enable/disable, it says they can be enabled on the account when enough data is present.
Is there another notification that states the "Suggested Macros" would be enabled once made available that we perhaps missed?
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