Announcing Macros keyboard shortcut - We need your feedback :)
Hello everyone,
Macros keyboard shortcut is now available on Agent Workspace starting October 17, 2022. We will conclude the rollout on October 28, 2022.
We would love to hear from you. Please let us know how you’re using this new feature, what’s your impression of it and how we can improve this experience! Thank you!
With this release, you can now search for and apply a macro by typing “/” in a ticket’s composer and then selecting the macro you want to use from the list. Your first macros appear in the list and you can search for the macro you want to use by beginning to type its name. You can press Esc key to exit the macros search menu. See Applying macros with a keyboard shortcut.
If you have chat or messaging channels activated and shortcuts created in your instance, both macros and shortcuts appear in the list and can be applied.
What is changing?
Applying macros is now completely keyboard accessible. You can save typing time by applying a macro to a ticket with just a few keys.
Macros can also still be applied from the Apply macro menu at the bottom left of the ticket page.
Why is Zendesk making this change?
This new feature provides another way to apply macros without needing to leave a ticket’s comment field while composing a response, saving a couple of clicks and time it takes to compose messages.
What do I need to do?
Macros keyboard shortcuts are activated by default for all accounts that have Agent Workspace enabled. If you want to deactivate this feature, see Activating and deactivating macros keyboard shortcuts.
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Is there any way to turn this off if it's not desirable to trigger the macro menu every time we type a slash?
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Hello CJ, yes. If you want to deactivate this feature, see Activating and deactivating macros keyboard shortcuts.
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That looks to be set per-user. I would give feedback that this needs to be able to be set for the whole account by admins.
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Amisha Sharma Cool shortcut!
In this line, which other keyboard shortcuts is your team planning to add to the agent interface? It would be most interesting to have shortcuts to the "Take me" action, to the Assignee field, and possibly to the Requester field, too.
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Additional feedback: Please do not use already claimed shortcuts when you decide on shortcuts to add. It's very annoying that copy and paste are broken in Explore because Zendesk re-used cmd in their own shortcuts, breaking built in Mac functions, and that the shortcut to reload a report, is the shortcut in Firefox to open the bookmarks bar.
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Thanks for the feedback, CJ!
Thanks, Rafael. We don't have plans on adding any other shortcuts in the short term yet. But, Zendesk is working towards streamlining the keyboard shortcuts across the product and we'll take your feedback into account while working on the project.
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Hey Zendesk team,
Two questions:
- Will this be released for Zendesk Sell?
- When are you going to make rich-text-editing same quality in Sell as you've done recently in Support?
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Thanks, Rafal Stalewski. This feature release will not include Zendesk Sell. I'll definitely pass your feedback to the team.
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Please consider having separate settings to disable Macros vs Shortcuts rather than all or nothing! We have used Shortcuts before the release of this feature, and now when I go to find one of the Shortcuts, all the Macros appear instead. This has really slowed us down and caused me to accidentally apply the wrong Macro.
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Hello Michael Stallings - Thanks for your feedback.
We just added an update to this feature where for chat and messaging channels, shortcuts will show up before macros, which should help with easily finding the shortcuts. Please let us know if this update is helpful?
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Amisha, this is wonderful. THANK YOU!!!
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I wanted to chime in and say that I was actually searching online to see if this ability was possible using Zendesk and am happy I stumbled upon this post!
When my team used another ticketing system prior to switching to Zendesk they allowed the shortcut to be used for both macros and knowledge-base articles.
Any plans to expand this in the future so agents can type the name of an article and quickly insert a hyperlink into their response?
Thanks! -
This is quite great, thank you!
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The update that made Live Chat and Messaging shortcuts show up before macro does not completely solve the issue for us. There's still a chance that our agent can send email macro while having a chat with End-user.
Please consider making a disable button for each macro and shortcut. -
Thanks for all of your feedback. We will continue to collect feedback from this thread to improve the experience and add enhancements. Thanks again!
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Thank you! For us this feature is fantastic!
Maria
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Hey Amisha Sharma, it would be awesome if the shortcut worked the same as the 'Apply Macro' box. Searching via shortcuts doesn't work nearly as well as searching in the macro box. In addition, the shortcut doesn't display Suggested Macros which would make it more awesome.
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We have received very positive feedback from our agents about the macro shortcuts. However, if you introduce a new feature, agents want to have more of this :-). As Brandon D. mentioned above, I also received requests from our agents to include the knowledge base to enable them to insert article links in a similar manner.
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Thanks all, we will continue to collect feedback on how to improve this feature and prioritize working on some of these. Update coming soon! :)
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