Issue symptoms
I use the Zendesk AI add-on, which includes macro suggestions. However, no macro suggestions appear.
Resolution steps
There are several reasons you might not see macro suggestions, see the explanation for each issue below:
- The ticket page needs a refresh
- The macro suggestions feature was recently turned on
- The machine learning model does not have enough data
- You have accepted or dismissed all macro suggestions
Note: This article is about macro suggestions. Macro suggestions and suggested macros differ:
- 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 ticket page needs a refresh
Refresh the ticket page in your browser to load the latest data.
The macro suggestions feature was recently turned on
Macro suggestions use the previous month’s data. If you just bought the add-on, you will not see suggestions until the first day of the next month.
For example, if you bought the add-on on May 25, you will not see any macro suggestions until June 1.
The macros were recently used or created
The system needs ticket data and time to learn which macro to suggest. If you just created a macro or started to use it, give it more time and ticket activity before the macro appears as a suggestion.
If you recently created or used macros, you may notice that the suggestions are unrelated or that there are no macro suggestions at all. Give your macro suggestion more ticket activity and time.
The machine learning model does not have enough data
The machine learning model does not generate macro suggestions if it cannot find repeated patterns of similar responses in tickets in your account. Macro suggestions are not available if your account does not meet the required usage.
All macro suggestions have been accepted or dismissed
If you or another admin accepted or dismissed all recent macro suggestions, wait until new suggestions appear. New macro suggestions are added on the first day of each month.
For more information, see Creating macros from macro suggestions for admins.