Recent searches


No recent searches

Feature Request: Macros, Triggers, Automations in Explore



Posted Mar 18, 2022

Feature Request Summary: 

I would like to be able to see data related to triggers, macros, and automations in Explore. 

Description/Use Cases: 

It would make it a lot easier for teams to review macros, if it was possible to create a query, for example, of what macros are available to a group of agents, and the last updated date for those macros. Right now, you can pull this kind of information from the API, but that means you need someone technical to pull, format, and adjust it all to be suitable for managers, including stuff like converting group IDs to group names. You would also have to be continually making these pulls to allow managers to check in on them.

The same goes for automations and triggers.I know we have triggers that have 0 circumstances where they will fire. I would love to be able to build reports on what triggers haven’t fired in by ‘longest time since firing’, for example. This would greatly reduce the amount of time and technical know-how required to audit automations and triggers for usage. 


16

4

4 comments

Great feature request..

0


It would be great to have this data in Explore

0


image avatar

Wojciech Smajda

Zendesk Product Manager

Hi CJ! 

Thank you for taking the time to share your detailed feedback regarding the need for greater visibility into triggers, macros, and automations within Zendesk Explore.
 

Your use cases highlight a significant aspect of managing a support operation – the ability for managers to efficiently review and audit macros, triggers, and automations, and an easier way to access this information would indeed be beneficial. We understand the importance of having this data more readily available and the potential impact it could have on streamlining your team's processes.


As it stands, your suggestion is on our radar and we're considering the best ways to incorporate such insights into future Explore updates. Your contribution has definitely helped in highlighting the necessity for this feature. While I can’t offer a specific timeframe for when or if this will be implemented, rest assured that your feedback has been duly noted.

0


Any update for this request?

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post