Announced on | Rollout starts | Rollout ends |
October 15, 2024 | October 29, 2024 | October 30, 2024 |
Zendesk is pleased to announce that suggested macros are now supported in subsequent ticket comments, rather than only the first ticket comment.
This announcement includes the following topics:
What's changing?
Agents can now see suggested macros across the whole ticket lifecycle, instead of only for the first ticket comment. This means that, if applicable macros are detected, these will be suggested even after the first agent reply.
With this improvement, we are also lowering our eligibility thresholds, allowing many more customers to make use of suggested macros.
Why is Zendesk making this change?
We’re making this change so that suggested macros can become useful throughout the whole ticket lifecycle, promoting more aligned responses and a lower ticket handle time.
What do I need to do?
If you’re already using suggested macros, you don’t need to take any action. Suggested macros are now available on subsequent comments.
If you aren’t yet using suggested macros, see Turning on suggested macros to check whether your account is eligible for suggested macros and turn the feature on.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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