Create a personalised "Most used" or "Favourite" macro section
For now there is a "Most used" section in macro selection window. However it is automatic and not always accurate.
Also, sometimes you need not the most used macro, but the macro that is hard for you to memorize. You might use such macro occasionally and might struggle to remember the name of it.
Making your own list of macros you need might be very useful and increase your ticket-solving speed.
-
Hi Ryan!
There is a solution! Our Advanced Macros app allows you to add nice buttons with specific macros assigned to them - and this is individually per agent. 🤓
-
Thank you, Andrei!
Unfortunately, we require a more detailed solution. Emojis are an interesting option, however, it will be more convenient to have a specific list of the macro of choice. -
Hi Ryan,
I am not sure about your idea - could you explain, please?
P.S. The emojis in our app are just placeholders helping to memorise macros behind them. You can hover on the button and see the text of the assigned macro.
-
Currently, Zendesk has an automated "Most used" section.
Our team would like to have an option to edit this section or create our own list (for each agent).
Regarding the emoji option - I'm not sure if it would be convenient to use them, if you assign 10+ macro to emojis. The macro section might become too noisy.
However, I'll discuss this option with the team. Thank you again for your suggestion! -
Your need sounds exactly like the main driver for our Quick Buttons feature! Customizable individual list of macros for each agent.
We limit it to 8 buttons because practically it is enough and fits the human memory specifics (known as Miller law). 🤓
Be sure to try our app (free for 14 days)! All best! -
Hello Ryan,
I am not sure if this helps, but you could also categorize your Macros by having a "Most Used" category (You can nest macros just as dropdownfields) This would be a list of macros curated by yourself.Additionally, if you want to reduce noise, you can disable the 'suggested macros' from Zendesk.
-
Thank you Andrei and Shayan!
Please sign in to leave a comment.
7 Comments