Bulk Macro Managment

6 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.

    2
  • 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!

    2
  • 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.

    3
  • 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. 

    1
  • 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.

    1
  • 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

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