How to Create Macros in Zendesk - Frequently asked questions
Frequently asked questions
What are macros in Zendesk and how do they work?
Macros in Zendesk are pre-defined responses or actions that agents can apply to tickets to streamline their workflow. They help save time by allowing agents to quickly respond to common issues with a standard response or action. Macros can perform…
How can agents create personal macros in Zendesk?
Agents can create personal macros in Zendesk to streamline their ticket responses. These macros are for the agent's personal use but are visible to admins. To create a personal macro, navigate to Admin Center, click on Workspaces in the sidebar,…
How can administrators create shared macros in Zendesk?
Administrators can create shared macros in Zendesk for use by all agents or specific groups. This helps ensure consistency in responses across the team. To create a shared macro, go to Admin Center, click on Workspaces, then select Agent tools >…
Can I add formatting and images to macro comments in Zendesk?
Yes, you can add formatting and inline images to macro comments in Zendesk to enhance your responses. This feature allows you to make your comments more visually appealing and informative. To add formatting, use the toolbar options such as bold,…
How do I add attachments to macro comments in Zendesk?
You can add up to five file attachments to macro comments in Zendesk, making it easy to include additional information or resources with your responses. To attach files, click 'Attach files' under the text field in your macro comment, browse to…
What are placeholders in Zendesk macros and how do they work?
Placeholders in Zendesk macros allow you to personalize ticket responses by dynamically inserting ticket or user information. When using placeholders, be aware that they are rendered when the macro is applied, not when the ticket is submitted….
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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