# Want to organize helpdesk macros into folders and hierarchies (including hiding “Frequently used”)

**URL:** <https://community.hubspot.com/t/topic/164669>\
**Category:** Tickets & Conversations\
**Tags:** service-hub, conversations-inbox, general-product-feedback\
**Created:** [November 12, 2026, 12:20am UTC](https://community.hubspot.com/t/topic/164669 "2026-11-12T00:20:55Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![lv86](https://avatars.discourse-cdn.com/v4/letter/l/6bbea6/32.png) [@lv86](https://community.hubspot.com/u/lv86)\
**Post date:** [November 12, 2026, 12:20am UTC](https://community.hubspot.com/t/topic/164669/1 "2026-11-12T00:20:55Z")

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We are currently making use of the macro feature in the help desk, but as the number of macros increases, the list view has become very difficult to navigate. We would like to request a feature that allows for the following two display improvements:

1. Macro folders and hierarchical display (submenu structure)

• We would like to be able to group macros by category or task type and select them using a folder or branched (hierarchical/submenu) format. \* This should have the same look and feel as the feature available in templates.

• Currently, we work around this by adding classification characters to the beginning of macro names. However, rather than relying on naming conventions or keyword search, we want the UI display itself to be hierarchical so users can select macros intuitively.

1. Option to hide the “Frequently used” section

• We would like it to be possible for users (or administrators) to configure settings to hide the “Frequently used” section at the top of the macro list.

In environments that make extensive use of macros, reducing the time spent looking for specific macros and minimizing the risk of accidental selection directly impacts business efficiency. We would greatly appreciate it if you could consider these improvements for future updates.