In our environment, we allow agents to create their own macros. We just know that some of the agents are hiding some great macros that could be used by the whole team.
We want to start taking suggestions for macros from our agents but I'm not sure the best way to collect this easily from the team.
I thought about a Google Form but since certain forms only display certain fields. Google Forms doesn't make that easily to say "only display these questions if that's selected".
I figured another way would be to have agents create a new ticket, fill out the fields exactly as they would want the macro to function, and assign it to a certain group. This ALMOST works except for if they want the macro to set the status to a certain status.
So, as usual, I reach out to the Zendesk community to see what y'all are doing. How do you take suggestions for macros from your team members?
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