Bulk power manage (shared/private) macros and dynamic content. Analyze usage (changes after applying a macro) and create scenarios without treating it like canned (pre-written) answers. Ideal for Retail and Tech teams.

★ Core Features

Macro Elements improves prepared responses and lets you create selectable field for agents, to compose better messages. Agents automatically get correct information at their finger tips. With Macro Elements your agents get guided inputs for single line, multiline, number, dropdown, multiselect, single select and datepickers.

Custom Actions in addition to Macro Elements to create different scenarios by setting custom ticket actions depending on the agent’s choice in the Macro.

Find and replace is ideal for managers that need to bulk update phrases across all Macros. With search and replace you can easily search a word and then replace one or multiple matches with another.

Macro Warnings (fka Macro Maestro) prevent information overload to your customers. And notify your agent when the same Macro has already been used on this customer in a selected timeframe.

Ticket Assessment helps you to learn about your Expensive Tickets. With Ticket Assessment you find the tickets that require the most 'handwritten' effort by your agents.

Macro Usage is for the teamleaders who want to know how Macro are used by agents. With Macro Improvement Score© it's easy to see which Macros need the most attention.

Personal Macros let you see your agents Personal Macros and clone them to Shared Macros. A Personal Macro Policy can be configured in the settings to warn your agents to not use Personal Macros.

Dynamic Content management gives you the long needed interface to manage your items more quickly, and with better overview. Edit DC items and locales from a single page without moving back and forth. And instantly see missing translations. Includes a rich-text editor (WYSIWYG)

Locale management lets you add languages that exist in Guide open in Zendesk Support even when this isn’t possible in Zendesk Support itself.

★ Other Features

Filterable Views¹ adds the ability to filter results on selected features like Macro overview, Ticket Assessment and Macro Usage.

Quick Filters¹ gives you the option to save the selected filters for easy access the next time.

Agent Assistant Toggle² allow your agent to toggle the Agent Assistant to search for additional info in the ticket.

★ Use cases

E-commerce (Retail) — Better Macros for logistics (return RMA, claims, refunds, WISMO, lost parcels, market specific). Translation management per Market.

IT Support & Services — Learn how agents are using Macros. Provide better (complete) messages to customers.

Delivery — Share market specific contents, without maintaining 100s of Macros.

Finance — Send correct payment details with dates per brand, payment method, currency and more.

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Sparkly, Utrecht, the Netherlands.

¹ Depends on selected Plan
² Rich-text editor required