Macros keyboard shortcut is now available on Agent Workspace starting October 17, 2022. We will conclude the rollout on October 28, 2022.
We would love to hear from you. Please let us know how you’re using this new feature, what’s your impression of it and how we can improve this experience! Thank you!
With this release, you can now search for and apply a macro by typing “/” in a ticket’s composer and then selecting the macro you want to use from the list. Your first macros appear in the list and you can search for the macro you want to use by beginning to type its name. You can press Esc key to exit the macros search menu. See Applying macros with a keyboard shortcut.
If you have chat or messaging channels activated and shortcuts created in your instance, both macros and shortcuts appear in the list and can be applied.
What is changing?
Applying macros is now completely keyboard accessible. You can save typing time by applying a macro to a ticket with just a few keys.
Macros can also still be applied from the Apply macro menu at the bottom left of the ticket page.
Why is Zendesk making this change?
This new feature provides another way to apply macros without needing to leave a ticket’s comment field while composing a response, saving a couple of clicks and time it takes to compose messages.
What do I need to do?
Macros keyboard shortcuts are activated by default for all accounts that have Agent Workspace enabled. If you want to deactivate this feature, see Activating and deactivating macros keyboard shortcuts.
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