Bulk Macro Management

17 Comments

  • Hege Moen

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

    5
  • Nicole - Community Manager

    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!

    5
  • Collin Cunninghame

    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.

    6
  • Joe Wang

    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. 

    4
  • Nicole - Community Manager

    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.

    4
  • Conza

    "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. 

    0
  • Conza

    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

    0
  • Graeme Carmichael

    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. 

    0
  • Carl Shepherd

    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. 

     

    1
  • Graeme Carmichael

    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.

     

    0
  • Carl Shepherd

    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?

    0
  • Graeme Carmichael

    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.

    0
  • Carl Shepherd

    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

    2
  • Conza

    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.

    0
  • Evan Gadol

    +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!

    1
  • Beth Rufener

    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. 

    1
  • Danny Cohen

    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. 

    1

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