Feature Request: Additional Contextual Workspace options

2 Commentaires

  • Zac Garcia
    Zendesk Product Manager
    Hi Sydney, thanks for posting this feedback! I'm not in a position to speak to all of the issues you raised, but I'd like to understand more about the macro search issue you raised:
    • Can you talk about how complex your support organization is?
    • How many contextual workspaces do you have?
    • Roughly how many macros do you have assigned to your contextual workspaces (a range or average would be helpful to know)?
    Improvements to this area aren't on our roadmap at present, we're always looking to learn more about the challenges you're facing so we can steer our development efforts into the most impactful directions. Thanks again for sharing!
  • Sydney Neubauer

    We have 50+ groups and Brands and each with 100+ macros.

    We have just started using Contextual workspaces so currently 3.

    At first we were using all macros for each group (100 macros for each workspace) but it made it too hard to sift through manually. When you search it shows all macros for every group you have access to. And most of our Agents are cross-trained so they can have access to 300 macros at a time.


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