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Macros: More formatting and ability to change text color
Completed
Posted Nov 08, 2022
Feature Request Summary:
It would be nice to have the ability to change text color in a macro.
Description/Use Cases:
Agents heavily use macros for standardize responses on a ticket. With Agent workspace now supporting text and highlight colors, the agents would like the ability to update their macros to call out important information using text and highlight colors rather than just bolding the word.
Business impact of limitation or missing feature:
For associate experience, it is just an added benefit and there is no direct business impact. However, this would improve the customer experience as we would be able to call out important information as bolded words are often overlooked and not sought out with priority. (still low priority!)
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14 comments
Official
Patrycja Walencik
I am pleased to inform you that we have introduced the ability to add text and background colors in our macro editor. Here you can find more information.
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Harper Dane
+1 to this request!
We're driving agents toward using macros as much as possible, but I don't have the same formatting options in macros as what agents can apply in their tickets.
I'd like to use color text in macros for all the sections of a macro which agents should be editing/customizing themselves. In our macros, the "to be edited" text is easily overlooked by agents in a sea of black text.
We're happy to keep that text in color on the customer's end, as it's typically the most important part of the email for the customer to see anyway.
Ex.:
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M. Cristina Cabello
I concur that the ability to modify text color within macros would be highly beneficial. We frequently incorporate instructions in our macros for our agents, and it would greatly assist if we could emphasize them by altering the text color or applying background color to the text.
Thank you!
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Amie Brennan
+1 for this feature request.
The lack of this ability inside the WYSIWYG editor for macro creation (and other parts of Zendesk) means the WYSIWYG editor is not consistent across the entire Zendesk product.
This feature/ability should also be present in the WYSIWYG editor for the following:
The lack of consistency makes it hard to color text appropriately when needed in Zendesk.
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Scott Allison
Thank you for the feedback, it's truly appreciated. We are planning to support the same text formatting for macros as you can in the ticket composer, including colors. This is planned for this year, and I'll keep you updated as we get more clarity on timing. Thanks again and please keep your feedback coming.
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Johannes Garske
Could you please provide a timeline? Scott Allison
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Eric Bingen
At our company, Customer Success requested that some text in Zendesk macros be underlined. If the ability to change text color was also supported, they would definitely use this in every macro.
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Lloyd Norman
Hey Scott Allison
Would be wonderful if we could also do this for box formatting (i.e a table of contents)
Happy to supply a few examples of other things which would make the functionality a lot easier to use, such as a pre-determined placeholder insert.
Rather than having to fumble around with current placeholders (which will sometimes snap back/forth when trying to navigate through them in comment mode/description) - would be wonderful if you could use a placeholder selecter and insert the ID/field name, for it to automatically generate as you wish within a macro. Also, I find sometimes that placeholders will insert pesky hidden spaces when pasting in field IDs which in turn means the macro will not run/fill in the required custom field for placeholder.
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Shona
Are there any work arounds in the meantime?
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Matthew Estes
I was forwarded here by someone from the Support Advocacy team to add a comment that the macro editor should support underline. It's wild that this basical formatting option is not consistent across all editors.
1
Patrycja Walencik
Hi, @Matthew Estes, thank you for your feedback. We don't finish yet the rollout of this improvement and hopefully soon you will see the proper behaviour - all on track :)
Have a great day!
Pati
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Amie Brennan
hey Patrycja Walencik,
There's been some changes to the macro creation UI and it's actually now taking longer to do things.
1. Macro permissions: When selecting “Agents in group” permission, a drop-down box would appear where you could select the groups available. Now I have to know the name of the group to type it in for it to appear in the drop-down selection.
2. Hyperlinks: I used to be able to highlight a piece of text and them cmd + K on the keyboard and a window would appear allowing you to edit the hyperlink title text + the url itself. Now only a window appear to edit the url link only and not the text. If i need to edit the text is now takes longer. I have to re-do it from scratch basically.
3. Add tags condition: When you had a bunch of tags in the tag box, you used to be able to drag the box out and make it bigger to see all the tags and remove them as needed. Now the box stays at a static height and a scroll bar appears and it's harder to see the tags to remove them. Secondly, when the tag is really long, you can't see the X at the end of the tag to delete it. My only way around this at the moment is to remove the whole tags condition and then populate it again with the correct tags. This becomes important when you are cloning macros and changing the tags.
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Patrycja Walencik
Hi Amie Brennan, appreciate your feedback. We are working on improve user experience and soon hyperlinks and add tags condition topics should works as you expect. When it comes to Macro permissions could you please share with me the video sending me it directly to my email: patrycja.walencik@zendesk.com, we need to investigate what you see because we didn't recognize this problem previously.
Thank you
Pati
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Martha De La Paz Castro
I love the new addition to the Macros. My team would also like to see different shared of colors to highlight text. It is currently dark colors that make the dark text difficult to read.
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