Q: What is a macro?
A: Zendesk macros are predefined actions or a set of actions that agents can apply to support tickets to save time and ensure consistency in responses.
A macro can be used to:
- Insert a canned response (pre-written text)
- Change ticket properties (like status, assignee, or priority)
- Add tags
- Set a ticket field value
- Add or remove CCs or followers
Q: How do macros work?
A: Macros help streamline repetitive tasks and improve efficiency in handling tickets.
An agent can select a macro in a ticket where Zendesk automatically applies the macro’s actions.
Here's how it works step-by-step:
- The agent opens a ticket
- Clicks “Apply macro”
- Selects the desired macro from the list
- Zendesk:
- Inserts text into the ticket comment (if defined)
- Updates ticket fields (e.g., status, priority, tags)
- Makes any other changes defined in the macro
- The agent sends the reply or makes final adjustments
Macros do not send responses automatically unless the agent submits the ticket.
Q: When should you use a macro?
A: Zendesk macros can be used for many situations, which include:
- Responding to frequently asked questions
- Applying consistent language and tone
- Standardising workflows (e.g., tagging and categorising tickets)
- Saving time by reducing repetitive typing and clicking
Macro Example
Name: Password Reset Instructions
Actions:
- Comment: "Hi {{ticket.requester.first_name}}, here’s how to reset your password..."
- Status: Pending
- Tag: password_reset
Types of Macros
- Personal Macros: Only available to the agent who created them
- Shared Macros: Available to all agents (must be created by admins or agents with permission)
For additional information on macros, please review the following Zendesk Help support article: Macros resources.
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