Matthew (Jason) Huh

Currently we have over 130 macros, and the feedback we received from the team was that it's impossible to keep track

1. Product/process/Promos that need to be updated. Need to remember the exact templates vs. Keywords 

2. We also onboarded a tool called TextExpander as this solves this question for us. And having a hard time justifying staying on Zendesk. 

By making it searchable, the team is not limited to words within the title of the Macro 

It would be great to have a feature where you can send an SMS to a phone number that is not already an end-user. We have agents who do not have access to create a new contact, and sometimes reach out to users who have never contacted us in the past. 

We have a process where agents are responsible for all new and open tickets during their shift. Sometimes the open tickets are handled by the next agent, but still associated with the previous agent on shift. 

Please provide trigger that can be made to accomplish this.