Announcing Suggested Macros

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11 Comments

  • Sydney Neubauer

    Is this only for Agent Workspace or any Support UI?

    0
  • Scott Allison
    Zendesk Product Manager

    Sydney Neubauer It is available in both the new and old agent workspaces.

    0
  • Lone Admin

    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?

    1
  • Oscar Maynard

    Hi, it looks like we meet these criteria but the option to enable this isn't showing? 

    0
  • Scott Allison
    Zendesk Product Manager

    The rollout won't be complete until the end of this week, so check back on Friday to see if your account has it!  

    1
  • Sydney Neubauer

    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

    5
  • Lila Kingsley

    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  :(

    3
  • Masako K

    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.

    3
  • Montana Steele

    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. 

    3
  • Scott Allison
    Zendesk Product Manager

    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. 

    -3
  • Sydney Neubauer

    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?

    6

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