Is there a way to search tickets, both the subject and the body of the conversation, for keywords?
Keyword Search
Hello Team
We are facing issues when trying to search for macros using a keyword. We used to search for macros by using a keyword, after typing '/'. The thing is that now with Agent Workspace we can use only the subject of the macro to find it. In the previous version, we were able to search by using both - a keyword that is part of the body or the subject.
This was an important feature that allowed our agents to quickly find the right macros to use in their responses to customers. This function helped them to save time, be more efficient, and provide faster resolutions to customer queries.
Thank you for your attention to this matter. We appreciate your support and look forward to hearing back from you soon.
Hi Vanesa!
When using the "/" in tickets to insert a macro, agents have indeed the possibility to either select a macro or type the name of the macro needed.
This feedback was actually raised to our team here. I would encourage you to add your own feedback under this post in our community for our Product Managers.
Besides, there is this existing app Advanced Macros by Pythia that may help you for this use case.
I hope this clarifies!
When using the "/" in tickets to insert a macro, agents have indeed the possibility to either select a macro or type the name of the macro needed.
This feedback was actually raised to our team here. I would encourage you to add your own feedback under this post in our community for our Product Managers.
Besides, there is this existing app Advanced Macros by Pythia that may help you for this use case.
I hope this clarifies!
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Hi David,
You can absolutely use the search feature in Support to find keywords in both the Subject and Comments of ticket conversations. You can do so by entering the keyword you would like to search for in the Search bar in Support, which will then show all results where that keyword is present in either the Subject or Comments.
More information on the search feature, including more robust search tactics, can be found here.
Cheers!
Nara S (she/they) | Zendesk Technical Support Engineer