Lightning Macros for Zendesk

Speed. To add customized text, the agent must drag their mouse over the parts they would like to change. In just this simple example, the agent must move their mouse, drag over text, and then type up to 6 times. This is extremely time consuming.

Accuracy. The customized text isn’t validated, so it’s too easy for your agents to accidentally add something like “we’re going to give you a 1000% discount.” Using macros this way is error-prone!

Wouldn’t it be great if your agents could easily add customized text without moving their mouse at all? And wouldn’t it be super sweet if macros validated custom text, preventing confusing and embarrassing typos? We agree—that’s why we created Lightning Macros.

With just a few tweaks to your existing macros, whenever an agent applies a macro, they’re immediately prompted with a validated entry form that they can complete quickly by pressing the tab key.

Field Types

Textbox: A short line of text.

Examples: name, apartment number, product name, etc.

Memo: Multiple lines of text.

Examples: address, product description, personalized message, etc.

Integer: An integer. Define minimum and maximum values.

Examples: quantity, age, discount amount, SKU number, etc.

Decimal: A decimal. Define minimum and maximum values.

Examples: dollar amount, precise discount amount, etc.

Dropdown List: A pre-defined list of options.

Examples: color, subscription type, membership level, category, etc.

Optional Text: An optional block of text.

Examples: return instructions, terms of service, etc.