Macro Suite vs Time Tracking

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. Dynamic Content management gives you the long needed interface to manage your items more quickly, and with better overview. Edit DC items and locales from a single page without moving back and forth. And instantly see missing translations. Includes a rich-text editor (WYSIWYG) Locale management lets you add languages that exist in Guide open in Zendesk Support even when this isn’t possible in Zendesk Support itself. ★ Other Features Filterable Views¹ adds the ability to filter results on selected features like Macro overview, Ticket Assessment and Macro Usage. Quick Filters¹ gives you the option to save the selected filters for easy access the next time. Agent Assistant Toggle² allow your agent to toggle the Agent Assistant to search for additional info in the ticket. ★ Use cases E-commerce (Retail) — Better Macros for logistics (return RMA, claims, refunds, WISMO, lost parcels, market specific). Translation management per Market. IT Support & Services — Learn how agents are using Macros. Provide better (complete) messages to customers. Delivery — Share market specific contents, without maintaining 100s of Macros. Finance — Send correct payment details with dates per brand, payment method, currency and more. Built by Sparkly. 7 day free trial included. Free for sandbox accounts. Sparkly, Utrecht, the Netherlands. → Privacy Policy → Terms & Conditions ¹ Depends on selected Plan ² Rich-text editor required

Automatically track the time spent on each of your Zendesk Support tickets Customize the app to include the exact functionality that your team needs Leverage Insights to create detailed reports with your time tracking data The Time Tracking app makes managing your team's performance and overall support operations easier. Easily identify which customers send in the most complicated tickets, or which issue types take the longest for your team to resolve. Dig down into an agent's tickets to discover what's taking up their time and which issues they're experts on. Know exactly how and where your team is spending their time Keep a running log of which support agents have worked on a ticket and how long each interaction lasted. Automatically log the total time spent the second your agent updates a ticket or let them manually enter their time. Easy to setup, customize, and use The Time Tracking App doesn't require any third party setup or login. Simply customize how the Time Tracking app displays and works for your support team, for a seamless fit into your team's current workflow. Report on your time logs and take action Start reporting right away with easily built custom time tracking reports through Insights. Know exactly what's draining your support team's resources and find the best areas for optimization and improvement. By enabling this app, You agree to the Built by Zendesk Terms of Use."