Macro Recommendation Guide for Zendesk

Introduction

Macros in Zendesk are a great way to help agents address repetitive customer queries and automate workflows. However, as support operations scale and complexity increases, the number of macros also grows. IrisAgent has worked with companies that have large support operations and understand the frustration this causes for agents, namely,

• Which macro to select? Wrong selections lead to incorrect troubleshooting, longer handle times and poort customer service.
• Newer agents find navigating macros very difficult.
• Hard to train on all macros and select the right one in real-time.

IrisAgent has solved this with AI - IrisAgent AI powered macro auto-selection help agents pick the right macro real-time with very high accuracy. Check out the screenshot below to see how IrisAgent recommends the right macro to apply to a ticket within Zendesk.

Prerequisites

Step 1: Macro settings in Zendesk

1. Ensure that each relevant macro has an action to add tags to the ticket. This is important for IrisAgent to understand the context of the ticket and recommend the right macro.
2. The tag mentioned above should be unique per macro.

Step 2: Notify IrisAgent

Let IrisAgent know that you would like to activate macro recommendation in Zendesk. If there are certain macros, that you'd like to exclude from the recommendation, please let us know.