|Announced on||Rollout starts||Rollout ends|
|October 17, 2022||October 17, 2022||October 28, 2022|
A Macros keyboard shortcut is now available by typing “/” in a ticket’s comment and then selecting the macro you want to use from the list. Your first macros appear in the list and you can search for the macro you want to use by beginning to type its name. To exit the macros search menu, press Esc.
This announcement includes the following topics:
- What is changing?
- We'd love to hear from you
- Why is Zendesk making this change?
- What do I need to do?
What is changing?
Applying macros is now completely keyboard accessible. You can save typing time by applying a macro to a ticket with just a few keys.
If you have chat or messaging channels activated and shortcuts created in your instance, both macros and shortcuts appear in the list and can be applied.
Macros can also still be applied from the Apply macro menu at the bottom left of the ticket page.
We’d love to hear from you
Please let us know how you’re using this new feature, what’s your impression of it, and how we can improve this experience! You can learn more about the macros keyboard shortcut and post your feedback here on our Community site. Thank you!
Why is Zendesk making this change?
This new feature provides another way to apply macros without needing to leave a ticket’s comment field while composing a response, saving a couple of clicks and time it takes to compose messages.
What do I need to do?
Macros keyboard shortcuts are activated by default for all accounts that have Agent Workspace enabled. If you want to deactivate this feature, see Activating and deactivating macros keyboard shortcuts.