Like personal macros, shared macros take minimal skill to set up. They can simply access a pre-built macro when dealing with a ticket and handle client inquiries faster. They further facilitate customer service by eliminating the need for individual agents to set up the same or similar template and waste time. The name is pretty self-explanatory – shared macros are macros multiple members can use. One of these features is the ability to create shared macros. That said, some features are only available to admins. In other words, any agent in your team can create macros for faster customer service. The ability to create personal macros is universal.
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