Issue symptoms
- You have the Zendesk AI add-on which includes macro suggestions
- No macro suggestions appear
Resolution steps
There are several reasons why suggested macros may not appear. See below for an explanation of each issue.
- The macro suggestions feature was recently turned on
- The machine learning model does not have enough data
- You've already accepted or dismissed all macro suggestions
- Macro suggestions are suggestions made to admins about new macros that could be created based on repeated content from all agent replies in your account.
- Suggested macros are suggestions made to agents about which existing macro to apply to a ticket based on the content of that specific ticket.
The macro suggestions feature was recently turned on
Macro suggestions are created from the previous month’s data. If you just purchased the add-on, you won’t see any suggestions until the first day of the following month.
For example, if you bought the add-on on May 25, you won’t see any macro suggestions until June 1.
The machine learning model does not have enough data
The machine learning model doesn’t generate macro suggestions if it’s unable to identify recurring patterns of similar responses in the tickets in your account. Macro suggestions aren't available, if your account does not meet the required usage.
All macro suggestions have been accepted or dismissed
If you or another admin has accepted or dismissed all of the recent macro suggestions, you will need to wait until new suggestions are populated. New macro suggestions are added on the first day of each month.
For more information, see the article: Creating macros from macro suggestions for admins.