Tip of the week: macros for multifaceted tickets

Tip of the week: macros for multifaceted tickets

July 3, 2012
Tip of the week: macros for multifaceted tickets

Support tickets come in many shapes and sizes; some are simple questions, and others are complex problems. They might be concerned with a particular product feature, or they might be a sales or billing question. It’’d be great to be able to classify them, ensuring they’’re routed to the appropriate department. Taking it a step further, it would be even better to generate reports that show what areas of your business are spawning the most tickets (and therefore may need some attention).

Enter macros, a Zendesk feature that enable for predetermined responses to common requests and questions. The latest tip of the week focuses on how you can also use macros to enable tickets to be automatically classified and sent to the right team.