Recently I've been tasked with reorganizing the macros in our system and have been forced to reckon with a lot of inconveniences in how Zendesk allows a user to interact with their macros.
For context we have a couple thousand macros, and those macros are split up by their lines of business using folders. So our entire system is set up like
Food::Fruits and Vegetables::Fruits::Strawberries
Food::Fruits and Vegetables::Fruits::Peaches
Food::Fruits and Vegetables::Fruits::Plums
Food::Fruits and Vegetables::Vegetables::Broccoli
Food::Fruits and Vegetables::Vegetables::Cucumbers
So of our thousands we will have a hundred or so that are the 'Food' Line of business. The ask is that the Food macros are reorganized so Plums is above Peaches, Cucumbers is above Broccoli and so on. Sort of a minor thing when a user could just search a macro, but agents are trained on a clickpath through folders to get the appropriate macro to apply to a ticket.
The BIGGEST issue is that re-ordering only works when you have no sorts, filters or searches applied on the macro page.
- The Macro page lets you search by 'category', which is the top level folder name. So I could search for the category 'food' to pull up the relevant macros. But this does not let me re-order them and the category feature feels useless as a result unless you just want to sort of look at your macro titles.
- The macro page lets you search by which group the macro is available for, which also prevents you from sorting
- Same rules apply if you search for the relevant folders you want to reorder
In other words you can only reorder the page if you click through every page of macros and ctrl+f to find the relevant macro.
This leads into the second issue which is more loosely related and could potentially be chalked up to my computer or browser. I do not think Zendesk handles repetitious, large actions very well at all. I have 2 examples
- I opened up a macro page and ctrl+F searched for 'Strawberries'. I know I have a macro in there with that in the title as I can search for it directly, but Ctrl+F on each page for this term and I can get through every sheet and it doesn't catch. However, if you open up each page and refresh before ctrl+f you'll find it.
- A second instance is bulk updating tickets to any degree. After you do a few batches of 100 and select the next 100 tickets and choose 'Edit' the bulk edit options will be grayed out, or the macro button won't appear on the bulk edit option.
So the last 2 could likely be chalked up to my computer playing catch up, but it's happened to me for so long on so many different machines I just kind of view it as the way Zendesk behaves.
Main feedback point here is this: It would be nice to reorder macros on a category by category or folder by folder basis, not on a 'sift through every single macro in the system' basis.
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