By using AktieNow's Advanced Conditionals app, you can automatically apply a macro to a ticket without the agent having to select it.
Support scenario:
I've noticed that my support team spends more time filling in fields and leaving internal notes than interacting with my customer's needs. A common scenario is when agents need to respond to my customer about product return policies. To optimize this time, it is essential that agents have the information at hand when they open the ticket, without having to manually type or search for the guidelines of this policy.
An efficient solution would be for tickets with the tag 'RET', for return cases, to already have the macro inserted, ready for the agent to edit it according to the customer's situation. This approach not only speeds up support but also improves the customer experience by ensuring standardized and clear responses.
With Zendesk:
Currently, it is possible to insert text into tickets through triggers, but the inaccuracy can be high and harm your service.
With Advanced Conditionals:
Macros can be applied automatically through actions. I can condition tags, fields, or other ticket information so that the macro is applied and, depending on its configuration, a comment can be sent, a forwarding can be performed, and a status can be changed.