Predict ticket actions from a macro

+1 we saw the same some macro change ticket group, if we already have the text but not the action, cause uneeded issues.

Thanks for providing feedback. This is definitely a very valid and interesting request. Would you say that actions should be suggested along with only the first response or even for subsequent responses?

Amisha Sharma  I would say that if the AI recommends an answer based on a macro, then maybe an option "apply macro instead" is needed. So that the agent can just apply the macro in this case. Because macros allow to do a wide variety of actions, and importantly, not always obvious to agents. 

The lack of actions when predicting a macro response has become a deal-breaker for our use of the suggested replies. Until there is some capability as described by Viachaslau Skorbezh in the previous post we are unable to get value out of this feature.  Most agents don't realize they have to take the action themselves, which results in process delays and mishandling of tickets. 

+1 for this issue - we've had users reporting poor customer and agent experience, along with tickets being mishandled, because an agent assumes that a macro is being applied in full instead of just capturing a text response. 

Would love to see an “Apply Macro” function for cases where a macro is more than just a text response. 

I absolutely echo this request!! The macro actions are just as important to us as the reply text. (Though I have to say I am in awe of how well the reply suggestions work - it's a really nice feature :))

This feature would be so awesome if the tags associated with the macro it's pulling from were/could be added, too. For now, we'll have to continue using macros instead of using the suggestions but hoping for this added functionality in the near future 🤞🏻