Understanding Zendesk Macros and Their Uses
What are Zendesk macros and how can they be used?
Zendesk macros are pre-defined responses or actions that agents can apply to tickets to streamline their workflow. They are particularly useful for handling support requests that can be addressed with a standard response or action. Agents can manually apply these macros to one or more tickets using the Apply macro menu or keyboard shortcuts.
Macros can be customized to fit specific needs, such as closing tickets, sending reminders, or assigning tickets to agents. They can be applied to multiple tickets simultaneously, making them a powerful tool for managing large volumes of support requests efficiently. For more details, check out theoriginal Zendesk article.
More related questions
How can I apply macros to multiple tickets in Zendesk?
You can apply macros to multiple tickets in Zendesk by selecting them from the Apply macro menu. This feature allows you to make bulk updates to several tickets at once, which is particularly useful when dealing with tickets that have similar…
Can I use keyboard shortcuts to apply macros in Zendesk?
Yes, you can use keyboard shortcuts to apply macros in Zendesk, which can save you time and effort. If you have Agent Workspace activated, you can apply a macro by typing a slash (/) in the ticket’s comment section. After typing the slash, your…
How can I preview a macro before applying it in Zendesk?
In Zendesk, you can preview a macro before applying it to ensure it performs the desired actions. To do this, click on Apply macro in the bottom toolbar of a ticket, find the macro you want to use, and click the Open preview icon. Alternatively,…
What are some starter macros available in Zendesk?
Zendesk offers several starter macros to help you get started with ticket management. These include macros like 'Close and redirect to topics', which closes a ticket and directs the requester to forums for more information, and 'Customer not…
Can macros in Zendesk update custom numeric ticket fields?
No, macros in Zendesk cannot update custom numeric ticket fields. They are limited to updating checkbox, drop-down, and multi-select fields. This limitation is part of the functionality they were built with. If you need to update numeric fields, a…
How can I automate a macro in Zendesk?
While you cannot directly automate a macro in Zendesk, you can create a trigger to perform similar actions. For example, you can set up a trigger to send an email to a user when a certain form is submitted, mimicking the effect of a macro. Triggers…
Why can't I find my newly created macro in Zendesk?
If you can't find your newly created macro in Zendesk, it might be due to the need to refresh your page. Newly created macros may not appear in the dropdown list or search results until the page is refreshed. If refreshing doesn't resolve the…
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