A macro is a predefined response or set of actions that agents can apply to tickets to save time and maintain consistency. Creating macros helps ensure standard communication and accurate ticket updates across teams. This article explains how to create, configure, and activate personal or shared macros in Zendesk to streamline responses and ticket handling.
What problem are we fixing?
This procedure ensures agents can respond faster and more consistently to clients or suppliers by automating common ticket actions and responses. It reduces manual work and helps maintain uniform communication across the team.
Step by step
1. Access the macro creation page
To create a new macro, go to Admin Center and click Workspaces in the sidebar, then select Agent tools > Macros.
Click Create macro.
2. Name the macro
Enter a clear and descriptive macro name.
To create subviews in the macro dropdown list, use double colons (
::) between sections.
Example:Hotels::Onboarded::Confirm pending bookings - updated.
(This structure helps organize macros by category, department, or action type.)
3. Add a description (optional)
You can add a short description to explain the macro’s purpose or context.
4. Choose who can use the macro
Under Available for, select one of the following options:
All agents – accessible by everyone.
Agents in group – limit use to specific groups (e.g., Operations, Network).
Me only – personal macro visible only to the creator.
5. Add actions to the macro
Click Add action, then choose and configure the actions you want the macro to perform.
Basic actions to include:
Comment/description: This is the main macro message. You can format text, include images, or attach files.
Ensure the message is grammatically correct. Use a translator if needed.
If you are going to use the macro as a message reply, you can personalise the message, start with the placeholder
{{ticket.requester.first_name}}so the client or supplier’s first name appears automatically.
Example:Hello {{ticket.requester.first_name}}, We would like to inform you that an additional...
Status category: Choose the ticket status after applying the macro (New, Open, Pending, Solved).
Group: Assign the ticket to a group (e.g., Operations, Accounting, Hotels, Client Services).
Ticket subject: Autofill or update the subject line (e.g.,
Hotel::Operations::Monitoring).Comment mode: Choose whether the message appears as a public reply or internal note.
Optional actions:
Set subject: Replace or add a subject line (only use this if you don’t need to preserve existing reference numbers).
Priority: Assign a priority (Low, Medium, High).
Assignee: Assign the ticket to a specific agent.
To finish creating the macro
Click Create to save your macro.
Then, refresh Zendesk (F5) to make it available for use.
Conclusion
Creating macros in Zendesk standardizes responses and reduces repetitive work. By following this process, agents can reply faster, ensure consistent communication, and keep tickets updated accurately across teams.