CS Update: New Negative Feedback Macros

After careful review, there has been an update to the Negative Feedback macro currently in use. We have now created separate macros specifically catered to post-stay and in-house scenarios to ensure more accurate and consistent complaint handling. In order to use these, you will need to refresh Zendesk.

The previous Negative Feedback macro has now been disabled.

Moving forward, please ensure you use the relevant macro below in line with the Complaints Handling Knowledge Article, selecting the appropriate option based on whether the feedback relates to an in-house experience or a post-stay matter.

Knowledge Article:  Complaints Handling

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 12th January 2026, titled “New Negative Feedback Macros” sent by Kristine L (Agent Support).