Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
For Copilot Suggested Macros, we have an issue because when there are suggestions, it hides the ‘your most recent’ macros list. The suggestions are good for some teams where we have a high number of group macros, but other teams rely more on personal macros where the ‘your most recent’ is more beneficial.
I have agents now disadvantaged by the Suggested Macros, because the most recent no longer appear, meaning they now need to manually search.
We need either:
- Keep the ‘your most recent’, as well as AI suggestions.
- Allow us to set which groups have access to Macro Suggestions - currently you can only toggle it on or off for everyone.
What problem do you see this solving? (1-2 sentences)
Allow us to use Suggested Macros for teams that do benefit, without causing a disadvantage / downgrade for teams that do not.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Every day, for dozens of tickets handled by our Technical Support team who do not use group macros. This impacts our team by slowing down ticket handling for that team (effectively I need to choose between removing functionality for that team, or disabling the Suggested Macros for everybody).
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No existing workaround. I have asked our Technical Support to keep dismissing the suggestions in the hope that it learns, but this means clicking away suggestions 3 or 4 times for every ticket, and doesn’t seem to be working so far.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Either keep ‘your most recent’ with the suggestions, or allow me to select which teams have it and which don’t.