I've seen this topic briefly mentioned but it seems yet to be fully explored in Support.
Our team is approaching 500+ macros, and while we know how to find the popular ones, we are constantly struggling with how agents can find a particular macro. Often we are sure the macro exists, but since everyone will use a different search phrase, it's really difficult for an agent to bring up the right macro without guidance. The macro management updates have been great, but don't help quite as much in helping agents locate the right macro.
We've utilized categories, but even within a category there are still many entries, plus the search doesn't work if an agent enters more than one word, and the two words don't match right next to each other. So a search for "Shipping Timeline" might return nothing even though there is a macro "Shipping::Timeline" or "Shipping inquiry timeline" So we either have to strategize a new category paradigm which is easier to click through, or just train our agents on what to search for, neither of which is really ideal.
I'm curious about what other users have experienced and how you've worked around this issue.
