Macros vs Knowledge Capture


  • Hope Saldana

    Hi Travis! We rely heavily on both macros and the Knowledge Capture application. What we have found works best is to - quite simply - use both! We will first insert the macro with our canned response, personalize it a touch, and then use the Knowledge Capture app to insert the article into the predefined macro text. Sometimes we will add text like "ARTICLE LINK HERE" or something of the like into the macro so our agents know to fill that out. 

    The most important thing is trying to maintain quick responses while still retaining that personalized touch!

  • Nicole S.
    Zendesk Community Team

    Thanks for sharing, Hope!


Please sign in to leave a comment.

Powered by Zendesk