Expand Dynamic Content to Macro Titles

Completed

26 Comments

  • Official comment
    Scott Allison
    Zendesk Product Manager

    I'm thrilled to announce that we cleared all the hurdles and have today begun the rollout of this enhancement! In short, you can now insert dynamic content placeholders in macro names. You can read more about it here in the full announcement.

    It will take about a week for this to become available for all accounts, and should be complete by July 20th. Thank you everyone for your patience on this.

  • Hélène Leffondré

    +1

    We are currently managing over 5 languages (planning to have more), and having all our macro's title in english is not the easier for us.. 

    1
  • Hampus Malmström

    +1

    Just noticed this was an issue when setting up our new multibrand international support. Definatly a big inconvenience as we now have to set each macro up for each language instead. =(

    1
  • Jessica Johnson

    +1 On this.  We're encountering the same inconvenience and are just getting started on our international expansion.

    1
  • Monica

    +1

    This is a big letdown when researching how to implement Dynamic Content for international usage.

    1
  • Felix Frenzel

    Wow...requested since 4 years. 

    Everyone want this. 

    1
  • Renato Milan dos Santos

    Same need here...

    1
  • Scott Allison
    Zendesk Product Manager

    Hi Everyone. Thank you for all your feedback, it's truly appreciated. I'm sorry that we haven't been able to address this sooner. I'm one of the Product team here at Zendesk and I'm investigating how we might solve this. Dynamic Content works today by detecting the end users language and then showing the right language variation in the macro. If we extend Dynamic Content to macro titles, would you expect this to behave in the exact same way. e.g. If the detected language was French both the content of the macro as well as the title of the macro would display to the agent in French?

    1
  • Hi Scott, thanks for weighing in on this. That would be fine for me, yes. Agents set their profile to match their own spoken language. So if it's a french agent, they'd set their profile to french and also see the macro titles in french. Let me know if I can elaborate further? 

    1
  • Scott Allison
    Zendesk Product Manager

    Thanks everyone for your enthusiasm on this one. It's in the final stages of development... hope to release in the next few weeks! 

    1
  • Harald Winkelmann

    +1

    Is this such a complicated feature?
    It would increase the usability of Zendesk a lot.

    0
  • Amber Barnes

    Same issue here. We support a myriad of countries and languages between thousands of agents. Many who are not expected to read English. This issue does not promote a sustainable content management situation.

    0
  • Schuyler Weinberg

    This would greatly help in limiting the need for massive macro libraries for multiple countries where the content is identical, but language is different

    0
  • Anastasia

    +1 

    0
  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hi all! 

    I am not sure for whom this might concern today since the post is pretty old but there is some indirect solution for this issue. In our Advanced Macros app you can search over titles and texts of macros. It makes easier to find the macro even if the title is still in English. We are happy to add titles DC support to the app if someone is interested. Feel free to reach us. 

    0
  • Joan

    Very disappointing that this is not supported within Zendesk and the fact that it was requested five years ago and still no progress :-(  come on Zendesk

    0
  • +1 for this. Can't really believe that this has never been implemented before actually, it seems like a no-brainer. 

    0
  • Jeffrey | Customer service

    +1 for this. We are an international company with offices in several countries. Everything is based on dynamic content and its hard to find out that you can't use the macro titles with dynamic content.

     
    0
  • Maik Künnemann

    Hi Scott Allison can you say more about the estimated time to add this feature?

    0
  • Scott Allison
    Zendesk Product Manager

    We're hoping to get to this later in Q1 of 2022 or into Q2. I'll update as things progress. Thanks for your patience and support for this improvement. We're excited to get it done and released!

    0
  • Malgorzata Jabłczyńska

    Can't wait to get this feature!  In our brand as well is needed. 

    0
  • Riah Lao

    Hi Scott Allison would love to get update on ETA as well please! Thanks

    0
  • Pech François

    Hi Scott Allison would love to get update on ETA as well please! Thanks

    0
  • Riah Lao

    Hi, any updates on this please?

    0
  • Scott Allison
    Zendesk Product Manager

    I'm sorry to be the bearer of bad news but we've encountered a problem. We completed the work we thought we needed to do to make this change happen, and we were getting ready to release. But in testing discovered an issue which will require help from another team to fix as it's in a different part of the product. I don't currently have a timeline to share for that work, but will update when I do. 

    0
  • Sos Abazyan

    Hello. Do you have any updates on this one?

    0

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