Zendesk Macro Manual

As stated previously, we use Zendesk Macros to keep our communications organized and as shortcuts for common customer communication.  Here’s a list of all the Macros, what they do, and what they should be used for.

Macro Use: What it does:
Chat Order Entry An order requested through a chat. Sets the subject line

Sets the status to Solved

Contact Update Request A customer requests contact information to be updated Sets the subject line

Sets the status to Solved

Corporate Account Issue A corporate account has an issue that needs to be escalated to the Corporate team Sets the subject line

Assigns the ticket to the Corporate group

Credit Request After 24 hours A customer requests credit on an item they have had for more than 24 hours Sets the subject line

Assigns the ticket to the Accounting group

Prompts the agent to fill out a form with the necessary information

Credit/RMA Request – Same Day A customer or driver requests credit or pickup on an item delivered same day Sets the subject line

Sets the status to Solved

Customer Requesting Call Back To be used on voicemails or texts in which a customer wants a call back Sets the subject line

Sets the status to Solved

Customer Stopped Responding:Chat Use when a customer stops responding to a chat Sets the subject line

Sets the status to Solved

Customer Stopped Responding:Text Use when a customer stops responding to a text thread Sets the subject line

Sends the customer a text saying, “We haven’t heard from you for a while.  We are closing this text thread.  Please feel free to reach out to us with any other questions.  Thank you,”

Sets the status to Solved

Delivery time change request A customer requests a change in their delivery time Sets the subject line

Agents will need to assign to the appropriate region’s dispatch group

Driver Error – Product not delivered A driver has the product on the invoice, it was not shorted and was not delivered Sets the subject line

Sets the status to Solved

Driver PO Entry For drivers who need to call in their purchases to the WOW Center for entry into Ppro Sets the subject line

Sets the status to Solved

Dude, Where’s my Truck? Customer wants to know when their delivery will arrive Sets the subject line

Sets the status to Solved

Email Order COMPLETED An email order has been entered Sets the subject line

Sends an email confirmation to the customer

Sets the status to Solved

Email Order PURCHASER INPUT NEEDED An email order that needs purchaser input.  (a product needs to be ordered, etc) Sets the subject line

Assigns the ticket to the Purchasing group

 

Empty Voicemail Use when a voicemail is blank Sets the subject line

Sets the status to Solved

Food Safety:Foreign Object in Product A customer has found an object that should not be in a product Sets the subject line

Sets the priority to High

Assigns the ticket to the Food Safety group

General Public A call, text, chat or email from the general public asking to buy products from us Sets the subject line

Sets the status to Solved

Get Signed A driver calls requesting an Get Signed invoice Sets the subject line

Sets the status to Solved

HR Request Anything related to HR Sets the subject line

Sets the status to Solved

Inbound DX NOTIFY *SUCCESS* *EXCEPTION* Use when these reports come through Sets the subject line

Sets the status to Solved

Invoice/Credit Needed A customer or driver asks for a credit or invoice printed or sent to them Sets the subject line

Sets the status to solved

Late Order A customer calls in after the order cut off time Sets the subject line

Sets the status to solved

No answer or voicemail is full We make an outbound call and are unable to reach the customer because there is no answer or the voicemail box is full Sets the subject line

Sets the status to solved

No Further Action Required We have taken care of an issue that does not fall into another macro.  No further action is needed. Sets the subject line

Sets the status to solved

Order Cancelled Any request to cancel an order Sets the subject line

Sets the status to solved

Order Confirmation A customer requests confirmation of an order Sets the subject line

Sets the status to solved

Order Edit A customer requests an order change Sets the subject line

Sets the status to solved

Order Inquiry A customer has a question about their order.  “Did I order xyz?”  “Do I have an order in for today?”, etc Sets the subject line

Sets the status to solved

Order Placed A customer places an order Sets the subject line

Sets the status to solved

PO Entry COMPLETED A PO has been entered into Ppro Sets the subject line

Sets the status to solved

Sends the customer an emailed response

PO Entry PURCHASER INPUT NEEDED A PO has been entered but information is needed from the purchaser to proceed Sets the subject line

Assigns to Purchasing

Potential New Customer: (region) Someone requests to be a customer Sets the subject line

Assigns to the appropriate sales team

Pre-Pick Request We need an item pre-picked by the warehouse.  Assign to the appropriate warehouse Sets the subject line

 

Pricing Inquiry A customer has an issue with a price Sets the subject line

Assigns to the Price Alert team

Product Information Update There is a problem with a product picture or description Sets the subject line

Assigns to the Marketing team

Product on Incorrect Route A driver has called stating they have product that is supposed to be on another route Sets the subject line
Product Question A customer inquires about a specific product Sets the subject line

Sets the status to Solved

Receiving A call comes in asking about receiving hours or address Sets the subject line

Sets the status to Solved

Respond with a Push Notification We are responding to the customer via a Push Notification through Ppro Sets the subject line

Sets the status to Solved

Routing Inquiry A customer requests the routing be changed for their deliveries Sets the subject line
Sales Order Edit – After order has hit Dematic A customer requests a change in their order after the order has been pushed to Dematic Sets the subject line

Assigns to the group, Sales Order Edit

Prompts a form to be filled out

Sample Request A sample is requested Sets the subject

Prompts a form to be filled out

Assigns to Marketing

School Request A request from a school Sets the subject

Assigns the ticket to Schools

Solicitor Call A solicitor call Sets the subject

 

Special Order Request Any special order request other than meat or seafood Sets the subject

Assigns to Purchasing

Prompts a form to be filled out

Special Order Request:Meat A special order meat request Sets the subject

Assigns to the Meat Production group

Special Order Request:Seafood A special order seafood request Sets the subject

Assigns to the Seafood Production group

Transferred Call Caller request to be transferred Sets the subject

Sets the status to Solved

Web & App Issues A customer is having IT trouble on the web or app Sets the subject

Assigns to IT Support

Prompts a form to be filled out