We use macros for many different general situations, including, for example:
-No response from customer - close ticket
-Notify customer of order shipped
There macros perform a few actions, but one of them is to input text in the ticket text area (ie. sort of a canned response).
We've recently added SMS support to our account, and by the very nature of text message, our communications are shorthand (ie. not long form paragraphs as you would expect in an email).
So we have the need for the same macros because the same situations occur no matter the channel, but we would want the canned response to be different depending on the support channel (ie. email or SMS).
Right now we would have to duplicate all of our macros and essentially have separate macros for the same support situations across different channels. This is cumbersome.
If would be so useful to be able to configure macros to perform slightly different actions based on the support channel.
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