|Announced on||Rollout on|
|January 16, 2023||January 16, 2023|
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.
This announcement contains the following topics:
How does it work?
The macro suggestions EAP uses machine learning to scan the agent comments across all your tickets and to find common replies that could be turned into useful macros for your agents.
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 be able to see a list of available suggestions in Admin Center. From the available suggestions, they can choose to create new macros that they can publish for agents or reject any suggestions that seem irrelevant.
For more information, see Creating macros from macro suggestions.
Who can participate in the EAP?
This early access program is available to customers on any plan with Support Enterprise. The macro suggestions early access program is absolutely free to participate in; however, this functionality will be part of a paid plan once it’s launched.
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:
- Use the feature and provide feedback
- 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!
Can you tell me if it will be possible to edit us those macros that Stuff Intellect offers?
This is great, but I wish the Macro admin management would be easier. I have a lot of personnel with great personal macros that I would like to make available for specific groups, this is currently not easily possible. Also, as a Admin I should have more control over personal macros, I see many mistakes the agents do when they create them (for example tags), and I would like to correct them.
I would agree with Toumas. Macros are too hard to manage for both agents and admins. At least if you have several teams. We want to offload the macro maintenance to our teams - but they really struggle because of awkward UX.
Improvements with AI based suggestions is 'nice' - the problem remains it's too hard for our agents to manage macros. Instead of (solely) these AI improvements, I would love for Zendesk to improve the UX for macro creation and administration. Nice we can add more macros - we still need to administer them, ensure they are valuable and useful.
Here is my list of stuff that makes macro management hard to use in practice:
Sorry if that come across as a bit negative. I'm sure there are some customers that might have use for this. For us, the issue is that macros are too hard to use effectively, because they are too hard for out teams and admins to create and maintain. An solution to add more macros that we cannot maintain is not what we need, speaking for my teams.
Couldn't agree more.
Hey Joel Hellman
Great feedback as always!
Would you like to review our Zendesk App Macro Suite? We've developed the app with both the admin, as agent needs in mind. I think it will cover most (if not all) of your points.
+1 on Joel's comments - particularly around issues managing personal macros. I see lots of users have their own macros, which conflict with standards on global macros and can be destructive in terms of the actions they apply (set tags instead of add tags D:).
Categorisation and managing large numbers of macros would be massively welcome features.
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