Understanding Macro Suggestions in Zendesk
What are macro suggestions in Zendesk and how do they work?
Macro suggestions in Zendesk help admins identify potential new macros based on repeated content in agent replies. This feature uses machine learning to analyze agent comments across all tickets, identifying common replies that can be turned into useful macros. If many agents repeat similar comments without using existing macros, Zendesk suggests creating new shared macros to help agents respond faster and more consistently.
Admins can view up to 10 macro suggestions in the Admin Center, and these suggestions are refreshed weekly based on the previous week's data. New suggestions are added monthly, based on the previous month's data. To learn more, visit theoriginal link.
More related questions
How can I configure access to macro suggestions in Zendesk?
Access to macro suggestions in Zendesk is configurable, but only for those on an Enterprise plan. By default, only admins can see macro suggestions in the Admin Center. However, you can edit a custom role to define whether that role has access to…
What criteria must be met for Zendesk to suggest a macro?
For Zendesk to suggest a macro, your account must have received at least 150 tickets in the last three months. The machine learning model analyzes tickets from the email and webform channels that meet specific criteria: tickets must be from end…
How do I create a macro from a macro suggestion in Zendesk?
Creating a macro from a macro suggestion in Zendesk is straightforward. In the Admin Center, navigate to 'Workspaces' in the sidebar, then select 'Agent tools > Macros > Suggestions tab'. Here, you can review up to 10 suggested macros and decide…
How can I dismiss a macro suggestion in Zendesk?
If you encounter a macro suggestion in Zendesk that you don't want to create, you can easily dismiss it. In the Admin Center, go to 'Workspaces' in the sidebar, then select 'Agent tools > Macros > Suggestions tab'. Click on the suggestion you wish…
What languages are supported for macro suggestions in Zendesk?
As of now, Zendesk's macro suggestions support English, French, German, Japanese, and Portuguese. The machine learning model analyzes tickets written in these languages to generate macro suggestions. Zendesk is working on expanding language…
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