Favorite Macros

2 Commentaires

  • Commentaire officiel
    Scott Allison
    Zendesk Product Manager

    Thanks for your idea! FYI, we have two features right now that are similar but with some differences:

    - Most Used: this is based on an agent's individual usage and shows their top 5 most frequently used. This sounds similar to your request, albeit it's automated, not a manual process.

    - Suggested Macros: this is account-wide and trained by AI based and recommends up to 3 applicable macros suitable for that ticket.

    Both can be separately turned on/off for the whole account. 

  • Mark Kalagias

    Yea, we currently use both but neither is really as ideal as allowing our agents to hand pick their most used macros.


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