Willi Emmerich

Overview:

Currently, it seems that agents need to navigate to the Admin Center to create personal macros, which is not ideal as the Admin Center is intended for admins. To streamline this process, I would like to suggest adding a more intuitive way for agents to create personal macros directly from their workspace.
 

Proposed Solution:

• Add a "Create New Macro" button or link within the agent's view, under the "Apply Macro" section.
• This link should direct agents to:
  https://outfitteryhelp.zendesk.com/admin/workspaces/agent-workspace/macros/new.
• The default setting for the new macro should be “Available for > Me only” to ensure it's personal by default.

Benefits:

1. Improved User Experience: Agents can create macros without accessing the Admin Center, saving time and avoiding unnecessary navigation.
2. Streamlined Workflow: Enables agents to focus on their tasks without relying on admin-level access.
3. Clarity and Accessibility: Keeps the Admin Center reserved for admins, while providing agents with an intuitive way to manage their own macros.

This addition would greatly enhance usability and make personal macro creation more efficient for agents. Thank you for considering this request!

Thanks
Willi

Hey there,

I’d like to bring up an old topic and ask if it can be addressed. The original post is from 2020 (!).
https://support.zendesk.com/hc/en-us/community/posts/4409222532506-Create-report-from-two-different-datasets
 

I recently asked the same question in the chat and received this response:
 

If the information we need is only available in specific records (like update history, backlog, or tickets), it can't currently be combined into a single report or chart in Zendesk Explore.
 

So, my question, which obviously many other Zendesk users also have, is:
 

How can we create a report that shows all relevant data in one chart or graph?
 

For example:
 

- Created tickets (from the tickets record)
- Open tickets (this includes unresolved tickets in the backlog and pending tickets)
- New requests (from the ‘Requests’ dataset)
- Resolved tickets (from the ‘History’ dataset)

Like this one created from random data using Google Sheets:
 

Cheers
Will

Dear all,

 I’ve been trying to add some text in Explore (the dashboard) and link a specific term, like "Show 2 graphs not possible," to this URL: https://support.zendesk.com/hc/en-us/community/posts/4409222532506-Create-report-from-two-different-datasets. 

However, I noticed that the input field for the hyperlink pops up for a moment and then vanishes, which makes it impossible to link the text. 
It seems like there might be a bug going on. 

Could you share any feedback or perhaps some workarounds? 
Just so you know, I'm using the latest version of Chrome and the most up-to-date Windows operating system—if that helps at all!

I’ve got a screen recording I’d love to share, but it seems I can only attach screenshots to my post. If that’s the case, it might be worth considering adding that feature!

Thank you.
Will

When an agent modifies the brand (e.g., changing from company.NL for the Dutch market to company.FR for the French market), 
both the language and  the macros should be updated immediately, without requiring a page reload.

Expected beaviour:
 

• I change the brand from company.NL to company.FR
• I set the ticket again on open (in order to save the change)
• I go to the macros and choose a template
• This template should now be in the right language = French (FR)  instead of Dutch (NL)

The macros we are using are linked to the language through dynamic content and thus should be issued.
The rule/trigger is configured as follows:
 

It has been observed that while the trigger is activating correctly, the macro remains set to Dutch (NL) despite the brand being associated with language .FR. 

The only element that updates correctly following a page reload, (whereby the previous cache data is replaced), is the signature.
 

Airey from the Zendesk team has confirmed that "the trigger is correctly set to change the language when the brand is changed. However, the macros not updating immediately to reflect the new language is a common issue related to how Zendesk caches data. [  ] Although not ideal, manually refreshing the page can sometimes force the cache to update and display the correct macros. I understand this isn't the seamless experience you're looking for

Feature Request:
 

Implement a solution whereby, upon changing both the brand and language within a ticket, a page reload is unnecessary to retrieve the macros in the correct language.
 

IF a Brand and Language are changed simultaneously (in conjunction with a trigger), THEN the stored  Macros should automatically update their Language (IF utilizing Dynamic Content)

Added Value:

- seamless CX
- time and cost savings

Thanks so much for taking the time to check this out!

Best
Willi