Goal: Prevent agents from sending the same macros
Context: I can see the tag feature. However, we have so many tags, that it would make it difficult to pinpoint what macro it is linked to.
Question: Is there a way to view the macros used in a ticket for our agents to leverage real time?
I have basically the same question, in a different context: I'm looking at a very old question and I want to know which, if any, Macros were used on the ticket. Is there any way to see this?
You should be able to find this information by viewing the event logs and you can see where it says Macro applied.
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Hi Francisco!
A Tag would be the quickest way, you could name the Tag for the Macro that you used so that it would not be confused with another tag with a different purpose. Another way would be to look at the Events of the Ticket, as that will show you all Macros that were used. This would be a slightly more manual process however.
Lastly you could create a custom ticket field that is required for agents to complete and build out a list of Macros in a drop down field to be selected from. You can find some additional information in the following article:
Adding custom fields to your tickets and support request form
I hope that helps! Have a great day.