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Different Macro Behavior Based on Conditions ("Dynamic" Macros)

Related products:Support
  • January 27, 2023
  • 4 replies
  • 39 views
Y

Hi,

Is it possible to consider the possibility of adding a "dynamic macros" so to speak.

What I mean by that will get more clear by our use case example: we need to have a macro that creates a Side Conversation, but depending on its tags to put different people on the recipients field. Lets say we have a "VIP" tag - we want certain group of emails that deal with VIP customers to receive the Side Conversation email. But if it has a tag "Compliance", we would like different team to receive this side conversation email. 

We would like to achieve this with only one macro to avoid possible mistakes done by the agents (as of now we have separate macros and there is a risk of human error, where VIP case can go to another team and vice versa).

Please, consider this possible "dynamic" macro solution as it will be very beneficial for our internal processes.

Thank you in advance.

Regards,

Yanko Chakarov

    4 replies

    E
    • Edwin11
    • January 29, 2023

    Hi @yanko.chakarov ,

    I understand from your text that the agents need to select a macro manually. 

    I think what you are requesting are conditional macros and this would imo considerably change the way we currently setup Zendesk.

    Instead, and I assumed here that your agents would need to select the macro manually, have you considered the use of a trigger or automation instead? 

    Kind regards,
    Edwin

    Y

    Hi Edwin,

    Thank you for the suggestion.

    The issue with it is that with triggers or automations we would automatically send the Side Conversation - while we just want the "To" field pre-filled (with different recipients, based on a condition, in our case - tags) and then agents should have the ability to fill the description of the Side Conversation with the details that are specific to each individual case.

    Thanks again.

    Regards,

    Yanko

      Atanas
      • Atanas
      • Contributor
      • January 17, 2024

      +1 on this. We would like to see this functionality as well as it will improve agent experience and efficiency

        Salvador Vazquez
        Hey Z2, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. At this time Triggers and Automations will be the only workflows that use both conditions and actions while Macros will continue to only have pre-determined actions and manually applied. 
         
         
        At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
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