Announcing early access to content suggestions for macros

We’re excited to announce an early access program (EAP) that will help you create the macros your agents are looking for.

Macros are a valuable tool that save agents time and help provide end users with consistent support. But knowing which macros to create is not always straightforward. This EAP makes it easier to determine which macros will be most useful for your agents and end users. 

How does it work?

The macro content suggestion EAP  tests a new machine learning feature from Zendesk. Once you join the EAP, we’ll use machine learning to scan the agent comments across all your tickets and detect whether multiple similar comments already have matching macros. 

If many agents are repeating similar comments without the use of existing macros, then you’ll receive suggestions to create new shared macros to help agents respond faster and more consistently in the future. 

Admins will receive the suggestions through emails, and can provide feedback directly to our product development team. You can opt out of the EAP at any time. 

Who can participate in the EAP?

This early access program is available to customers on any plan with Support Enterprise. 

We’re looking for customers who want to closely collaborate with us to establish a robust recommendation engine for macro generation that is considerate of your needs. It’s our expectation that participants will:

• Respond to surveys
• Participate in customer interviews if needed

How do I participate in the EAP?

To participate, we invite you to sign up through this EAP signup form. 

We cannot guarantee that everyone can join at this stage, but we’ll do our best to support as many as possible. In the meantime, we invite everyone to join the conversations and provide feedback in our EAP community. 

We look forward to working with you on this exciting new feature!