温良

It's very simple: having a direct switcher (as Automations still have) requires less clicks and saves time.

New version that wastes our time:

Old version that worked perfectly fine: 

Ever since the interface was changed, it's been highly inconvenient to manage macros. Reordering macros when there are more macros than one screen can display is a pain, and there's no longer an option to "Move to the first/last position," which was a huge time saver. I can't move newly created macros that go to the last position because I can't even see them in the list, and there's no switcher between pages. Instead, I have to play around with sorting alphabetically etc. or wait until agents use the macro a lot so I can sort it by usage - which ruins other macros order 

Every time we merge tickets, we must manually edit the text suggested by Zendesk. This process is time-consuming. The original text I'm referring to is as follows:

"Request #X was closed and merged into this request. Last comment in request"

"This request was closed and merged into request #X."

Our use-case: when the end-user's language is not English, we make manual changes for the following reasons:

1. Zendesk's provided translations are sometimes incorrect, or they may contain outdated words that we need to modify.

2. We provide instructions on how to reply without creating a new ticket, based on the communication channel (e.g., Mobile SDK, Web Widget, Email, etc.).

We'd like to be able to create triggers based on requester.

Use-case: When an end-user opens multiple tickets, a trigger detects their actions and adds the 'duplicate_request' tag to each of them. This prevents all other triggers and automations from firing, ensuring that end-users don't receive repetitive automated replies.

I believe this is an acceptable alternative to not having a built-in auto-merge option.