Andrew S

We have a “macro header” that defines a bunch of Liquid variables at the start of most of our macros. When Dynamic Content is used within a Liquid variable, however, it doesn't appear in the “References” list in the Dynamic Content screen in Admin Center.

{%- if ticket.ticket_field_123456789 contains "Property A" -%}
{%- assign appName = {{dc.property-a-appname}} -%}
{%- assign propName = "Property A" -%}
{%- assign appVersion = {{dc.property-a-appversion}} -%}

And in Admin Center for the {{dc.property-a-appname}}, we'd see this:

References (0)

Macros (0)
Triggers (0)
Automations (0)

… when in reality we use that DC entry in hundreds of macros.

Obviously, it makes it quite fraught to update or remove Dynamic Content entries since we can't actually trust the “References” information. The “References” display should include whenever the Dynamic Content is part of a variable.

Is there a way to filter out "deactivated" macros? I can't find the "active" attribute, but I might be missing it.

Maybe the community can come up with a custom Midnight Lizard scheme in the mean time.

Just going to float this back up to the top. If there's going to be a 5,000 macro limit, there has GOT to be a better way to organize and administer them. Please don't tell us to "just use the API" because that's not how I can get my teams to reduce macros.

Upvoted on the original post, but for context, we merge maybe 100 tickets per day across the organization, and we've even got snarky emails back from customers saying "well if you closed it, then my request is fulfilled, right?"

Sam Thanks Samuel! I actually came up with this request while working in Explore just as you've suggested, which is crude but certainly does the trick, albiet with a lot more work than strictly necessary.

It's sustainment that I'm really gunning for here, as a process similar to what I described is much easier to teach to other team members.

We need a better way to maintain and keep macros fresh and up-to-date. My team alone has 313 active macros in use, but there's really no workflow to make sure that they are still accurate and updated.

There should be a workflow, similar to what exists in Zendesk Guide / KCS, where macros can come "up for review" based on a schedule, and then be verified by an admin. This would be more useful than sorting by last updated and clicking through, and could also record the "last reviewed" date and "updated/reviewed by" user.

Same. This also means our admins just get bogged down with "article reordering" requests instead of actually dealing with, well, admin stuff. Permissions settings for Guide definitely need more granularity. It'd be even more useful to be able to create roles and customize what they can do (Sharepoint-style, for example)

I made a feedback post about this, but since we use Guide as an internal knowledge base, it takes too many steps to add an article link internally, save, and get back to the ticket, so none of our agents are doing it and our reporting is useless :(

TL:DR - Add a "Link article (internal)" link to Knowledge Capture that inserts and saves an internal note with the article link without interrupting the agent workflow.

We use Guide and Knowledge Capture as an internal knowledge base, and are not getting a lot of information about actual usage. To link an article internally, you have to:

• Switch to "Internal Note"
• Click "Link article"
• Change save behavior to "Stay on ticket"
• Save ticket
• Change save behavior back to "Next ticket in view"

That disrupts the workflow (especially in PLAY mode) enough that our agents just aren't bothering to link articles, so our reporting is rather useless.

The idea would be to add a "PLAY mode"-compatible feature where Knowledge Capture always has a "Link article (internal)" button that associates the article with the ticket without interrupting the normal workflow. Clicking the link should create the link to the article and auto-save, keeping the agent on the same ticket.