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Can I view the macros used in a ticket?
已回答
已于 2021年4月14日 发布
Goal: Prevent agents from sending the same macros
Context: I can see the tag feature. However, we have so many tags, that it would make it difficult to pinpoint what macro it is linked to.
Question: Is there a way to view the macros used in a ticket for our agents to leverage real time?
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3 条评论
Jason Schaeffer
Hi Francisco!
A Tag would be the quickest way, you could name the Tag for the Macro that you used so that it would not be confused with another tag with a different purpose. Another way would be to look at the Events of the Ticket, as that will show you all Macros that were used. This would be a slightly more manual process however.
Lastly you could create a custom ticket field that is required for agents to complete and build out a list of Macros in a drop down field to be selected from. You can find some additional information in the following article:
Adding custom fields to your tickets and support request form
I hope that helps! Have a great day.
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Amanda Hickman
I have basically the same question, in a different context: I'm looking at a very old question and I want to know which, if any, Macros were used on the ticket. Is there any way to see this?
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James Peterson - Eastern Logic
You should be able to find this information by viewing the event logs and you can see where it says Macro applied.
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