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Quillmend: setup and user guide

What Quillmend does

Quillmend changes many shared macros at once. You pick the macros, pick a change (replace a phrase, fix a retired group, move a category, add a tag, deactivate the unused ones), and Quillmend shows every macro before and after. It writes only what you approve, and it keeps a copy of each macro it changes in your Zendesk account so you can undo the change later.

It works on shared macros (available to all agents or to groups). Personal macros are not listed or changed.

Install

  1. In the Zendesk Marketplace, open Quillmend and choose Install. Choose the plan for your number of shared macros, active and inactive: Team up to 25 ($99 a month), Professional up to 250 ($199), Enterprise any number ($349). The 14-day trial starts and Zendesk asks for a card. Billing starts when the trial ends unless you uninstall.
  2. Restrict the app to admins: Admin Center > Apps and integrations > Zendesk Support apps > Quillmend > Role restrictions. Zendesk only lets admins (and custom roles allowed to manage shared macros) change shared macros.
  3. Optional setting on the same page: Keep undo copies for (days), default 365.

Quillmend creates one custom object at install, "Quillmend change", which holds the undo copies. Custom objects are part of every Zendesk Suite plan and of Support Enterprise. On Enterprise accounts with custom roles, give the roles that use Quillmend access to this object (Admin Center > Objects and rules > Custom objects > Quillmend change > Permissions).

Find the macros

Open Quillmend from the left navigation bar. The Macros tab lists every shared macro with its category, availability, uses in the last 30 days and last update. Filter by:

  • Search titles and content: matches text anywhere in a macro, including reply text, subjects, tags, links and placeholders.
  • Status, Category (includes subcategories) and Available for.
  • Not used in 30 days.
  • Broken references: macros that set a group that no longer exists, an agent who left or is suspended, an inactive ticket field or form, a dropdown option that was removed, a brand that is gone, or that are available to a deleted group. Hover the red badge to see each problem.

Click rows to select them, or Select all shown.

Choose a change

  • Find and replace: in titles (and categories), reply text, subject and tags. Options: match case, whole words only, or a pattern (regular expression) with $1 for groups in the replacement. In rich reply text only the words change; formatting, links and images stay as they are. A phrase that is partly bold or partly a link is not matched as one phrase.
  • Change a value: pick an action (group, assignee, status, priority, type, form, brand, a ticket field, tags), the value it has now (or any value), and the new value. Use it to fix broken references.
  • Remove an action: removes that action, everywhere or only where it has a given value.
  • Add tags / Remove tags: in the macros' "Add tags" action (or "Set tags" if the macro has one). Removing the last tag removes the empty action.
  • Move to a category: each macro keeps its name and moves under the category you type (use :: for subcategories; leave empty to remove the category).
  • Change availability: all agents, or chosen groups.
  • Activate, Deactivate.
  • Delete: Zendesk deletes only inactive macros, so deactivate first. Quillmend keeps a copy, so Undo can recreate a deleted macro (with a new id and no usage history).

Preview and apply

Click Preview changes. Each macro that would change is listed with the old value in red and the new value in green, per field. Macros the change leaves alone are counted, not listed. Warnings point out anything worth a second look (a placeholder that changes, a tag that would contain a space); blockers stop a single macro (an empty title, a macro with no actions left). Untick any macro you want to leave out, then click Apply.

Quillmend changes one macro at a time and, for each one:

  1. reads it again and skips it if someone edited it since your preview,
  2. saves the undo copy in "Quillmend change",
  3. writes the macro.

If the write fails, the undo copy is removed, so History lists only changes that happened. You can stop a run; what already changed stays in History. Up to 1,000 macros per change.

Undo and History

The result screen has Undo this change. The History tab lists every change made in Quillmend, newest first, with who made it, when, and each macro before and after. Undo restores every macro in a change; Undo this macro restores one. If a macro was edited after the change, Undo skips it and says so; Undo anyway overwrites that later edit. Undo a later change before an earlier one on the same macro.

Clear older than N days removes old undo copies (N is the app setting). Nothing is removed automatically. The records count toward your account's custom object record limit.

Limits

  • Shared macros only; personal macros are not changed.
  • Up to 1,000 macros per change. A macro over 30,000 characters cannot be changed (its undo copy would not fit).
  • Macro text only: dynamic content items, triggers and automations are not edited.
  • Side conversation actions are left as they are.
  • Usage is Zendesk's 30-day count.

Uninstall

Your macros stay exactly as they are. Zendesk keeps the "Quillmend change" object and its records, so a reinstall can still undo past changes. To remove them, delete the object in Admin Center > Objects and rules > Custom objects.

Data

Quillmend runs in your browser inside Zendesk, calls only your Zendesk account as you, reads macros and the names they refer to (never tickets or customers), and keeps nothing outside Zendesk. See the privacy policy: https://greatwork.company/apps/quillmend/privacy.

Help

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