How to create and edit macros

Understanding and Setting Up Macros in Zendesk

Zendesk macros are pre-prepared responses or actions that agents can manually apply when creating or updating tickets. Macros streamline workflows by allowing agents to resolve support requests with a single, standard response or action, saving time and effort. Unlike triggers and automations, macros contain only actions, not conditions, and are applied manually by agents.

Types of Macros

• Personal macros: Created by an agent or administrator for their own use. Only the creator can use or modify a personal macro, but admins can view and clone them.
• Shared macros: Created by an administrator for use by multiple agents or groups of agents. Admins can modify all shared macros, regardless of who created them. The maximum number of shared macros per account is 5,000.

Step-by-Step Guide to Creating a Macro

1. In Admin Centre, click Workspaces in the sidebar, then select Agent tools > Macros.

2. Click Create macro.

3. Enter a Macro name.

4. (Optional) Enter a macro Description.

5. Select who can use the macro from Available for:

   • All agents: All agents
   • Agents in group: Specified groups (Suite Growth and up or Support Professional and up only)
   • Me only: The macro creator

6. Click Add action, then select an action and complete the additional field. Some possible actions include:

   • Add comment text
   • Update ticket fields
   • Add or remove ticket tags
   • Add followers
   • Change the assignee
   • Set the ticket subject
   • Add attachments to ticket comments
   • Start side conversations

7. For the Comment/description macro action, you can add formatting, images, and attachments.

8. Click Add action again to add another action.

9. Click Create.

Enhancing Macro Comments

• Formatting and inline images: You can add styling, formatting, and inline images to the Comment/description macro action. Use the formatting options in the toolbar to format your content. You can drag and drop an image from your computer into the comment window, or paste a copied image.
• Attachments: Comments in your macros can contain up to five file attachments. The maximum file size for a single linked attachment is 50 MB. To attach files, click Attach files under the text field, browse to the file, and select Open. Note that attachments will not be included if you use macros to bulk update tickets.
• Plain text version: If you added styling, formatting, or inline images to the Comment/description macro action, you can add an alternate plain text version. This version will be applied in channels that don't support rich text formatting. To add a plain text version, select Include plain text fallback under the rich content version of the comment and modify the pre-populated version as needed.
• Placeholders: The macros you create for tickets can include placeholders to help personalise your ticket responses. To prevent unexpected results when applying a macro with placeholders to a Problem ticket, add an escape character () in front of the placeholder.

Applying Macros

• From the menu: In a ticket, click Apply macro in the bottom toolbar and select a macro from the list. If your macros are categorised, click through the levels of categorisation to apply a macro.
• With a keyboard shortcut: In Agent Workspace, type a slash (/) in the ticket’s comment. Select one of the displayed macros or begin typing a macro name to filter the list. Click the macro name to apply it to the ticket.

Previewing Macros

• To preview a macro from the Apply macro menu, click the Open preview icon ( ). Alternatively, hover your cursor over the macro to display its description tooltip. From the tooltip, you can access its preview by pressing Shift + Enter. The preview shows the macro's title and description, as well as the fields and elements the macro will change, add, or remove.