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Product Feedback: Ticket fields to trigger macros

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Atanas Tomov

Data ultimo post: 20 ott 2023

Hello Team, 

In certain events within our company, it is sometimes required for agents to select a macro depending on the ticket field topic selected.

Since macro selection is manual, it can cause human error, so we would like to suggest the following solution: 
- Agent selects X topic from a certain field
- Upon selection, field runs a trigger which then runs a predefined macro

Hopefully we will be able to see such a functionality!

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      Glenn Evans

      +1

      0

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      Scott Allison

      Thank you for sharing your needs here. Unfortunately, this is not on currently on our roadmap, so I will mark the status of this as Not Planned, for now.  

      Improvements to Macro functionality is something we'd like to prioritize in the future, and the more customer demand there is, the better so please keep commenting and upvoting on the requests you care about. We do have a lot of awesome product enhancements planned for 2024, and if you're not already following our what's new section I recommend you do so to get alerted as we release them.

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      Boyan Spasov

      +1

      2

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      Anastasia Kachanova

      +1

      2

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      Shawna James

      Hey Atanas, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!

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