Bulk Macro Management

37 Comments

  • Hege Moen
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    I would also like to see a better functionality for managing macros. With 5 pages of macros the organising is a pain.

    8
  • Nicole - Community Manager
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    Thanks for that feedback, Conza and Hege. This is definitely a pain point our product team is aware of.

    We'd like to continue collecting votes and detailed use-cases from other members of our community, so please chime in if this is an issue for you!

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  • Collin Cunninghame
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    Upvoted, and here's my use case. We have a large set of macros for categorizing tickets. (68 and counting.) Each sets a custom field, adds additional tags based on the type of request, and sets another field for use with skills routing. It was easy enough to set up the first version by creating one macro and cloning the rest, but I've had to go in and update most of them three times:

    1. Once because the skill routing field changed, so half had to be updated to match the new option.
    2. Another time, I added "comment mode: private" to all of them because we initially had a dedicated role applying these, and didn't want to accidentally send a reply to the customer during categorization.
    3. Then, today, we moved this task to our frontline agents, so I had to go in and remove the comment mode action and add an additional group to each macro.

    It's a massive pain to deal with any of these changes. Further, to manage any other shared macros, I need to scroll past the 68 categorization ones. I wish there were folders to keep macros (and triggers and views and automations) organized on the admin side, but I guess that's a different request.

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  • Joe Wang
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    Echoing comments made by Collin, it's really cumbersome to systematically make updates to macros, even when we want to make the same sort of iterative changes across the board. Whether it's adding a tag, updating the title, or simply viewing the contents, it's quite painful to be forced into individually viewing and editing. 

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  • Nicole - Community Manager
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    Thanks for the feedback, all. It's been put into a ticket visible to our product managers, so that they can review it when they start to look at user feedback on macros.

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  • Conza
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    "I wish there were folders to keep macros (and triggers and views and automations) organized on the admin side, but I guess that's a different request." 

    Ohhhh yes, that would also be epic. 

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  • Conza
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    Hi team,

    Also wondering about - levels of admin access. For instance - goal - to allow some more senior staff, ability to edit macro's etc. refine content etc. but not risk opening up entire admin access. Is there a level in between agent and admin? Surely there is something in the pipeline? 

    Light Admin? ha

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  • Graeme Carmichael
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    Conza

    Unfortunately, you need to be on the Enterprise Plan to restrict that kind of access. That allows custom roles to control some of the admin features available to agents. 

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  • Carl Shepherd
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    We have about 300 macros, 100 for each of the 3 languages we support, As you can imagine, thanks to the lack of tools to manage them in the Zendesk UI they often get out of date. 

    We urgently need a way to download and upload macros. If we had that, we could manage them in Excel or some other place. That's all it would take to address this urgent need Zendesk.

    I guess the API is a possibility but we do not have developer resources to go that route even though we are a software company, and I am sure that goes for most other Zendesk support teams as well. 

     

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  • Graeme Carmichael
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    Carl

    I just want to make sure you are aware of Dynamic Content. This is available on the Professional and Enterprise plans and tends to be the best way to manage multiple languages.

     

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  • Carl Shepherd
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    Hi Gaeme, 

    Thanks for your support! Yes, we are aware, of DC, we use it for translating the custom fields and values in our support request form. I guess we could drop a DC placeholder into our macro but then how would Zendesk know to use the correct language version for the Macro? I guess that would be based on the Language field for the user? Is there an article that discusses the optimal setup for macros/support portal integration across multiple languages?

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  • Graeme Carmichael
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    Carl

    You include your dynamic content placeholder in the body of your macro:

    The Agent selects the macro as normal and the correct translation is generated based on the requester's language setting.

    This article should be close to what you are after.

    Hope that helps.

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  • Carl Shepherd
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    Graeme, this could be relly good for us and I appreciate your effort. It's going to make our macros better, but I want to say that is does not address the core request her which is for bulk macro updates. In fact converting all our macros to Dynamic Content is a perfect use case for Bulk updates to macros. 

    Cheers,

    Carl

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  • Conza
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    Hi team,

    Another use case - given Zendesk does terribly at TRACKING macro use, i.e. I'd love to be able to see which of my agents is using the most macro's etc. or who is using the least (so I can focus on giving them training). 

    So it becomes apparent the only way to do this is to add a tag; hence needing to add "macro" or something similar to all macro's... KMN. 

    Hence - benefits of bulk macro update here.

    2
  • Evan Gadol
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    +1

     

    I know everyone else has explained the reason for wanting to have this, but I just want to chime in that I've "hacked" the system by using curl commands to download the macros, convert them to csv, created a special spreadsheet to sort the information (because the actions are in any sort of random order and therefore hard to read), and split the "::" apart into separate columns in the csv. This means I can rename or reorder multiple macros on the spreadsheet, then convert it back to a json file, and use a PUT command to update all the macros on the server.

     

    Similarly, to create many new macros at once, I used a looping script that POSTed all of the macros I needed to add. It is definitely possible to do all of these things, but it required a complicated work around to be able to do it. It would be much better to be able to do this natively in Zendesk.

     

    The process of creating the tools needed and testing them took a while, and requires a lot of explanation for anyone who wants to do it, so macros are currently managed exclusively by me for that reason, but it would be great if we could do those kinds of changes (and review all of the macros) in some sort of bulk fashion like seeing them on a spreadsheet or something.

     

    Thanks for reading!

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  • Beth Rufener
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    This would all be amazing! As the agent who also manages our internal resources (with a library of over 400 macros in English) I'd love to have a better way of auditing them en masse, or managing them in a more efficient way. Every few months we like to audit our resources to make sure things (descriptions, tags, information, etc) are up to date, but using the current set up makes this rather tedious. I look forward to hearing updates about this feature request. 

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  • Danny Cohen
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    We are also in need of the ability to bulk update macros. Another use case for this would be to add other groups easily to multiple macros. This is a huge pain point as we are tasked to doing this manually for hundreds of macros. 

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  • Ashley Bonnington
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    Not to be an evil necromancer, but we're changing some processes and being able to bulk update things like brands or even statuses wold be fabulous.

     

    I'm coming in to take over things after we've been doing things one way for 5+ years, and going through every macro and every personal macro to set the status to pending instead of solved is a massive task. my sadness is expansive.

    2
  • Noor Ahmed
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    Hello, I have built an app that solves this problem.

     

    Here is the link to the app.

     

    Please let me know if you have any questions at nahtapp@gmail.com

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  • amysousa
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    Bulk editing Macros and Triggers would really simplify our processes as we are frequently adding new ticket fields and tags. We have the same macro available in various languages, so being able to update them all at once (add/remove actions) it would save a lot of time. Even something as simple as comparing actions in macros and triggers would help out.

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  • Noor Ahmed
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    amysousa Ashley Bonnington Danny Cohen Beth Rufener Conza Carl Shepherd Joe Wang Collin Cunninghame Please look at this app we built to solve this problem. This allows for bulk updating of both Marcis and Dynamic Content - https://www.zendesk.com/apps/support/content-macro-edit/?q=mkp_content%20ma

     

     

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  • Nicole - Community Manager
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    Hi all - 

    We've just checked in with the product manager for this area and this is not currently an area of focus/high priority. 

    We'll continue to collect votes and use-cases as bulk actions for macros may be something they pick up in the future, but we do not expect to see any new features in this area or have updates in the near future. 

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  • Sean Gallagher
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    My team has created 400 macros that we wanted to upload to help our reps. I now have to dedicate numerous man-hours to upload these macros. I have seen 6 years worth of tickets regarding this feature, it may be time for someone to check on your PM"s priorities because they aren't listening to the needs of the end-user/ admins. 

    We need a tool that will allow us to upload, update or remove macros via a csv file. Here is a use case: make it easy for customers to manage their content. Or staff a couple of thousand people who are willing to manually import the macros for us since we don't have the time to do it ourselves.

    I plan on timing how long this takes so your PM's get a real taste of what it's like on our end. 

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  • Carl Shepherd
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    I second what Sean Gallagher has said, if some of the many people on this thread can voice their opinions again maybe we could get some action. 

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  • Andrew S.
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    Upvoting this, as well.

    Also the idea of having the ability to store Zendesk macros in Github or Gitlab for version control and easy updating would be nifty, too.

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  • Jason Noor
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    Andrew S. Carl Shepherd Sean Gallagher

    Please try our app for free. You are be able to upload your Marcos via CSV and bulk manage Macros and Dynamic content. 

     

    Click here - https://www.zendesk.com/apps/support/bulk-macrodynamic-content-management/?source=app_directory

     

     

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  • Karina B.
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    Our team has also struggled with this. We recently went through all of our macros to change descriptions and ensure that they were in the correct text formatting and it took a lot of hours. A way to bulk edit macros would be so helpful. 

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  • Jason Noor
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    Karina B. Download our FREE Zendesk app to solve this problem. With our app called EDITZ you could have done this in minutes. You can now bulk manage Macros and Dynamic Content,  Here is the link to the Zendesk sponsored page - https://www.zendesk.com/apps/support/bulk-macrodynamic-content-management/?source=app_directory

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  • Tien Nguyen Thanh
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    Hi Jason Noor

    Your recommended app does not seem work. When I fill the criteria which matches with my current macros, but no any actions execute, even though pressing enter or clicking "Update" button.

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  • Jason Noor
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    Tien Nguyen Thanh,

    Thank you so much for trying out our new app! We recently discovered a bug which made only the first 100 macros get searched. We have since fixed the bug and added a couple new features, see below:

    • Import macros via CSV
    • Ability to update custom fields
    • Increase searched macros to unlimited opposed to only first 100

    As far as you issue, are the macros youre looking for beyond the first 100? Feel free to reach out to me directly noor@nahtapp.com so we can help troubleshoot your issues. 

    We have recently submitted to Zendesk for the Security review before they push out. I will let you know when this happens.

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