New Appearance for "Apply Macro" Box is Too Small

17 Comments

  • Melissa Decker

    Speaking of the Apply Macro box... The ability to type in the Apply Macro or Assignee fields and then hit tab to select the requested option has disappeared. It may be a small thing to some, but it is a time saver and made life easier than having to remove your hand from the keyboard and back to the mouse to select an assignee or a macro.

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  • ماكس الاسطوره

    ممكن توضيف في متجر ودود

    1
  • Stephen Belleau

    Melissa Decker - admittedly I never used tab, but am finding that I can still use keyboard to search, use up/down arrows to select or move through search results, and then enter to apply the macro. 

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  • Rudolph

    Another key function our agents lost is the ability to use ctrl + F to find a specific macro after using a keyword. We have so many macros that searching for a keyword and then ctrl + F works well, but now with the new UI ctrl + F closes the macro search window.

    Returning the functionality of ctrl + F would be a huge efficiency gain for our agents. 

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  • Gerrit

    While we can still use the arrows to move between macros, it is regrettable that now more keystrokes are needed. Instead of hitting enter for the first, most used option, to get to the same I need to hit "down" twice and then enter. 3 keys instead of 1 :-( 

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  • Dirk Krampe

    Many of our agents complain that the clarity has been lost here. Unfortunately we have a lot of macros that are named similarly and only the last word is different.

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  • Antonio Pombeiro

    Would be good to have some sort of feedback.

    On the support chat I was told this change was not possible but encouraged to post here.

    It really increases the searching time for the correct macro and hurts the overall time spent per ticket.

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  • Brendan Hannigan

    I agree. My team is also complaining that everything clears out after you close the "view" screen which makes it more time consuming to find the appropriate macro.

     
     
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  • Sara Gardinier

    Agreed, my team is upset about the resized macro box!

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  • JJ Miclat
    Zendesk Product Manager

    Hi all!

    Rudolph

    In order to account fr the ctrl + F issue, we rolled out an update in the macro menu that allows for multi-word search, even if the words are not directly strung together.

    Example: Searching for “Foo baz”, will bring up “Foo bar baz” or "baz foo" in the macro menu results.

    Antonio Pombeiro

    The issue around macros being cut off was fixed on 8/11, macros with long text now wrap into multiple lines. Let me know if you're still experiencing otherwise.

    Brendan Hannigan

    We'll be addressing the issue around the macro menu minimizing after clicking out of the macro preview modal in the upcoming week.

    Cheers,
    JJ

     

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  • Rudolph

    Thanks for the response, JJ Miclat! This is a definite improvement.

    My agents had some other feedback on the recent macro change:

    1. "The new macro search set up clears the keywords after you click the preview, so if the macro you previewed isn't the one you wanted, you have to start your search over, which has definitely slowed me down a bit in tickets"
    2. The new macro search function has some serious lag to it so when typing in a keyword there is a several second delay before any results appear. For context, we have about 2000 macros, so perhaps that contributes to the high latency, but this is definitely an issue that should be addressed.

    Thank you!

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  • James J

    We don’t understand why they would shrink something already small to make macro titles wrap more, there’s not exactly a shortage of space there and now macros take 3 lines rather than 2. This isn’t the end of the world but seems to be an odd UX choice; like arbitrarily adding an extra click, it isn’t good practice and does reduce the user’s experience.

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  • JJ Miclat
    Zendesk Product Manager

    Hey James, Antonio, and Sara!

    The size of the macro dropdown menu has now been reverted to its previous width.

    And Rudolph we just deployed some changes yesterday that optimizes several aspects of the macro search functionality, could you confirm if you're seeing an improvement in lag/latency?

    Cheers,
    JJ

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  • Rudolph

    JJ Miclat - Thanks for the heads up! Our agents are reporting positive feedback when it comes to the size of the macro box and quickness of macro searches. They mentioned there is still occasional lag, but by and fire it's much improved.

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  • Gerrit

    JJ Miclat, thank you for the update. Will there be any improvement regarding the added keystrokes needed to reach each macro using the keyboard? The added "back" means extra keystrokes for each macro. Before that added feature, to select the first macro in the list, enter would do. Now enter will take you back to the previous level (I organize my macros using :: to categorize them), and now the arrow down key has to be used before being able to select the first, often most common option. Depending on the branches of the categories of the macros, this adds as many keystrokes as levels of categories. Or could you please allow each user to disable the back function in the macro menu? 

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  • JJ Miclat
    Zendesk Product Manager

    Also Rudolph & Brendan Hannigan -

    We've fixed the issue around the macro menu minimizing after clicking out of the macro preview modal. Let us know if you have any other feedback!

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  • JJ Miclat
    Zendesk Product Manager

    Hey Gerrit

    This makes sense, navigating into a macro navigating to a group usually doesn't require exiting the group, but rather selection of one of the items (or going into deeper nested groups). We'll prioritize accordingly.

    Cheers,
    JJ

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