Macro Suite vs Notify

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

Deliver notifications right where agents work Stop overloading your team with emails, reduce swivel chairing and start getting actionable notifications inside Zendesk instead. The Notify app delivers millions of messages every month. That means millions of emails are saved from agent inboxes helping them be more productive! The Notify app makes it really easy to reconfigure any of your triggers to include an banner notification delivered right within Zendesk. You get fine-grained control over who should receive it, how it should appear and the agent simply has to click on it to be taken to the ticket it concerns. Notifications could be for anything really but have proven extremely useful for: New tickets that need to be triaged When a ticket is assigned to an agent Re-opened tickets and customer messages for the assignee When SLA deadlines are approaching When negative (or a positive) customer satisfaction survey is received A ticket is given a high or urgent priority When someone in your team created a response Features Agents receive popup notifications generated from triggers in the top right corner of Zendesk Support. Agents can track the history of their notifications, and if desired, dismiss them once actioned. Notifications can be targeted to specific group(s) and/or agent(s). Choose the appearance such as icon, text and level (notice, alert or error) See a history of activity in your account and see who has dismissed the notification Super easy interface for admin to add notifications to new or existing triggers/automations. Data handling Minimal data is processed by the app. Notifications are generally short messages that link to tickets by ID and do not contain any sensitive data that may be present on the ticket. Notifications are automatically deleted after a few months. Bundle pricing Get all SweetHawk apps bundled in the SweetHawk Suite. Check out our pricing calculator to see how much value you can unlock with the Suite. About us Our Zendesk apps are used every day by over 500,000 Zendesk agents. Some of our most popular apps are: Tasks & Subtickets - task lists and subtickets within Zendesk tickets Approve - flexible, auditable approval processes for your Zendesk workflows Calendar - link calendar events with Zendesk tickets