Tip: How to optimise your macros usage in Zendesk

6 Commentaires

  • Brett Bowser
    Zendesk Community Manager

    Awesome optimization tip Andrei!

    I'll get this added to our Weekly Digest to help provide visibility on this workflow :)

    1
  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Brett Bowser thank you! Happy to share my best practices 😊 

    1
  • Bart Slodyczka

    Andrei Kamarouski -  thanks for the detailed and easy-to-digest optimization post. Will be rolling this out! 

    1
  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hi Bart Slodyczka, thank you! Happy to get your feedback! =) 

    1
  • Anne

    Can you tell me what a good number of macros to have is, generally speaking?  For example, If an organization has 400+ macros, I would imagine that the sheer number of macros would prevent productivity when responding to tickets and would indicate that the macros are not generic enough in nature to answer questions coming in through Zendesk. Any feedback you have is appreciated.

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Anne -
     
    Just my opinion here: I think it will vary by company, because for some there will be a lot of commonly asked questions that can be answered in a macro, and for other companies this might not be the case. You might also have more macros if you have a lot of departments and/or types of tickets that you use macros to process. But I think you can have a lot of macros without problems if:
    1. They're titled and organized in such a way that they're easy to find, either by nesting or search)
    2. You have enough staff bandwidth to maintain them as needed – this will vary by how often your macros need to change
    3. You have a process in place where the people using your macros can alert whoever's maintaining them when an update is needed.
    0

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