Adding a Table Editor for Macros in Zendesk

Executive Summary

The current process for managing structured data in Zendesk macros is inefficient and lacks the necessary functionality to maintain consistency and format. Support agents rely on external tools like Excel or Google Sheets to fill out forms for programming requests, but these tools fail to address key needs such as protected cells and proper formatting. Adding a table editor within Zendesk macros would streamline workflows, improve data accuracy, and ensure consistent formatting when communicating with programmers.

Problem Statement

Macros in Zendesk are used to create tickets for programming requests and bug fixes. These macros require structured information to be filled out by support agents. Currently:

• Excel allows data entry but lacks cell protection and formatting persistence (e.g., colors).
• Google Sheets is incompatible for seamless integration into Zendesk workflows.
• The Zendesk side panel forms cannot be used, as the information may need to be shared via email with programmers.

This creates inefficiencies, inconsistencies in data entry, and potential errors, as agents cannot rely on locked cells or enforce formatting standards within external tools.

Proposed Solution

Introduce a table editor feature within Zendesk macros that includes:

1. Protected Cells: Certain fields can be locked to prevent accidental edits.
2. Custom Formatting: The ability to apply colors, bold text, and other formatting for clarity and emphasis.
3. Editable Fields: Support agents can fill out only designated fields within the table.
4. Exportability: The completed table can be easily exported and included in emails to programmers.

This functionality would allow macros to capture structured and formatted data directly within Zendesk, eliminating reliance on external tools.

Objectives and Benefits

1. Improved Workflow Efficiency:
   • Eliminates the need to switch between tools (e.g., Excel, Google Sheets).
   • Ensures that agents can complete tasks entirely within Zendesk.
2. Enhanced Data Accuracy:
   • Protecting cells reduces accidental changes to critical fields.
   • Standardized formatting ensures consistent communication with programmers.
3. Better Communication:
   • Programmers receive well-organized, formatted data directly in their emails or tickets, reducing back-and-forth clarification.
4. Time Savings:
   • Streamlines the process of creating and submitting programming tickets.
   • Reduces the time spent fixing formatting issues or validating data.

Scope and Stakeholders

• Primary Users: Zendesk support agents creating programming and bug request tickets.
• Secondary Users: Programmers receiving the formatted tickets and email communications.
• Stakeholders: Programming, Product Support, and Zendesk Administrators, Sales.

Conclusion

Adding a table editor to Zendesk macros would resolve inefficiencies and improve communication by allowing agents to create structured, protected, and formatted data directly within the platform. This feature will enhance accuracy, save time, and ensure smoother workflows for both support agents and programmers.