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Zendesk Macro Accuracy and Policy Consistency Audit

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• 🎧 Zendesk

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Audit macros. List of macros with text, last updated, usage count, and the policies they refer to: [MACRO_LIST]. Current policies and prices: [CURRENT_POLICIES].

Facts must match the policy source, so cite the policy document for each. Comparison sheet with Macro, Statement that depends on policy, Current policy wording, Source document, Match and Fix. Count macros by status (accurate, outdated, contradictory, unused) with percentages; example (invented, 60 macros): accurate 41 (68.3 percent), outdated 9 (15 percent), contradictory 4, unused 6. Prioritise by use: a wrong macro used 400 times a month matters far more than one used twice. Check tone (apologetic where the customer had a problem, direct about next steps, no promises the policy does not allow) and missing next steps. Draft corrected versions of the three most used inaccurate macros, set a rule that every policy change triggers a macro search the same day, give each macro an owner, and review quarterly.

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Invented audit of 60 macros. Accurate 41 (68.3 percent), outdated 9 (15 percent), contradictory 4, unused 6. The three most used wrong macros are refund window macros stating 14 days where the policy now says 30; used 420 times last month. Corrected text: 'Refunds are available within 30 days of purchase.' Rule: every policy change triggers a macro search the same day; owners named for each macro; quarterly review of 20 macros. Replacement check: search all macros for '14 days', update each, and confirm that the count of macros containing it falls to zero.

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