Macro Assistant was created with the idea to make responses more consistent, and helps to save time to actually add a human touch to the conversation. Many people instantly see when they're receiving a canned response, the idea of this app is to combat that.
How does it work?
All agents that can create macros are able to use this app.
- Someone creates a macro
- Adds a part for a comment
- Within this comment there are several variables, that aren't in the ticket properties
- The person creating this app adds the variables, so when an agent applies the macro, a nice pop-up is shown
- Macro is saved
- An agent applies this macro, and gets a pop-up of the field that require their attention
Types of fields
You are able to choose from 7 different types of fields. You'll be able to cut down handling time on nearly every situation. These are the fields that are supported:
- Single line text
- Multi line text
- Dropdown / Select
- Synced fields (type once, display multiple places)
- Toggle field (yes/no)
- One time secret
Single line usually is a simple text field that needs attention. The agent types the actually word or part of a sentence.
Multi line usually this is a paragraph. Agent types a few lines of text that need a human touch.
Datepicker simply choose from a calendar to enter a date. Convert to any format/locale, so you can use it as text or as numbers.
Dropdown / Select don't allow any input, however these fields let the agent decide. They can choose from a list of values.
Number this usually is used when there are calculations or currencies involved. The field only accepts numbers and/or decimal points.
Synced fields allows you to let an agent select/type an option once, and re-use that value somewhere else in the comment, without selecting/typing it again. With synced datepicker fields you can also change the format of each synced field, and still just selecting once.
Toggle field let's your agent decide to simply include or exclude a paragraph.
One time secret field is a burner note, that uses the wonderful service at onetimesecret.com. A burner note is a note that is saved at an encrypted place, that can only be viewed once and within a certain time frame before it's deleted.