Macros with input options
Feature idea: Macros with input options
You can use dynamic content in macros, but it'd be very useful to have a macro that prompts the agent for input.
Example use case:
We have a macro that allows us to provide a prorated refund of $xxx depending when a user canceled their account in a month.
Our macro looks something like this:
...We can provide a refund of $XXX_AMOUNT_xXX since you used the service for XXX_DAYS_USED_XXX
The agent in this case has to be mindful to find any variables in the macro to modify. We have several macros with variables like this to be modified before being sent.
The feature request idea would be to have a macro like this:
...We can provide a refund of ${{ticket.input_prompt.prompt_name}} since you used the service for {{ticket.input_prompt.prompt_name_02}}
When used, the agent would be prompted to enter values for those two fields (enter a value for "prompt_name").
I see this being extremely useful for teams relying heavily on macro responses.
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We would appreciate a function like this as well!
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Hi all, thanks so much for your feedback. This has been logged for our PM team to review. For others interested in this feedback, please share your thoughts via the comments with your use cases or with an upvote. Thank you again for providing your input to us!
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For everyone looking at this topic, this feature can be utilised via an app in the Zendesk Marketplace: Macro Suite.
Agents can have the following prompts
- Single line
- Multi line
- Dropdown / Select
- Multiselect
- Datepicker
- Number
- Toggle
- Checklist
- One Time Secret
- Synced & Mirror
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