Understanding Suggested Macros in Zendesk
What are suggested macros in Zendesk?
Suggested macros in Zendesk are shared macros that appear as suggestions based on past usage. They help agents find relevant macros that were applied to similar tickets within the last nine months, improving ticket resolution efficiency.
These suggestions are generated using machine learning, which analyzes the subject and first comment of a ticket and compares them to previous tickets where macros were used. Only shared macros that an agent has access to are suggested, and personal macros are never included.Learn more.
More related questions
How do I apply suggested macros to a ticket in Zendesk?
To apply suggested macros to a ticket in Zendesk, ensure they are enabled and open a new ticket from a supported channel. Click the 'Apply macro' button, review the suggestions, and select a macro to apply its actions. If a suggestion is…
Can I undo marking a macro as irrelevant in Zendesk?
Once a macro is marked as irrelevant in Zendesk, there is no option to undo this action. However, the system uses this feedback to improve suggestions over time. Accidental dismissals are not a major concern, as the model is trained with ongoing…
Why are suggested macros not appearing in Zendesk?
If suggested macros are not appearing in Zendesk, ensure that the feature is enabled and that the ticket meets the criteria for suggestions. Suggested macros only appear for new tickets from specific channels and without an agent reply. If the…
Which channels support suggested macros in Zendesk?
Suggested macros in Zendesk are supported for tickets created via email, webform, Web Widget, API, Mobile SDK, or Channel framework channels. They do not work with messaging channels like WhatsApp or Messenger. If you're trying to use suggested…
Are suggested macros brand-aware in Zendesk?
Yes, suggested macros in Zendesk are brand-aware, meaning they consider the brand of the ticket when making suggestions. This helps ensure that the macros suggested are relevant to the specific brand. While the system is designed to be accurate, it…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
