Macro Suite for Zendesk

Bulk power manage (shared/private) macros and dynamic content. Analyze usage (changes after applying a macro) and create scenarios without treating it like canned (pre-written) answers. Ideal for Retail and Tech teams.

★ Core Features

Macro Elements improves prepared responses and lets you create selectable field for agents, to compose better messages. Agents automatically get correct information at their finger tips. With Macro Elements your agents get guided inputs for single line, multiline, number, dropdown, multiselect, single select and datepickers.

Custom Actions in addition to Macro Elements to create different scenarios by setting custom ticket actions depending on the agent’s choice in the Macro.

Find and replace is ideal for managers that need to bulk update phrases across all Macros. With search and replace you can easily search a word and then replace one or multiple matches with another.

Macro Warnings (fka Macro Maestro) prevent information overload to your customers. And notify your agent when the same Macro has already been used on this customer in a selected timeframe.

Ticket Assessment helps you to learn about your Expensive Tickets. With Ticket Assessment you find the tickets that require the most 'handwritten' effort by your agents.

Macro Usage is for the teamleaders who want to know how Macro are used by agents. With Macro Improvement Score© it's easy to see which Macros need the most attention.

Personal Macros let you see your agents Personal Macros and clone them to Shared Macros. A Personal Macro Policy can be configured in the settings to warn your agents to not use Personal Macros.