Understanding Macros in Zendesk
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 various tasks such as adding comment text, updating ticket fields, adding or removing ticket tags, changing the assignee, and more. Unlike triggers and automations, macros do not contain conditions and must be applied manually by agents. There are two types of macros: personal macros, which are created by agents for their own use, and shared macros, which are created by administrators for use by multiple users.Learn more about macros.
More related questions
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 the…
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. This…
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