Beginner
How to create macros for responses on Zendesk
Quick Answer
Zendesk macros are pre-written responses that help agents quickly reply to common customer inquiries. Create them by navigating to Admin Center > Workspaces > Agent tools > Macros, then define actions like subject changes, status updates, and response text.
Prerequisites
- Zendesk account with agent or admin permissions
- Access to the Admin Center
- Basic understanding of ticket management
- Knowledge of your team's common responses
1
Access the Macros section
Log into your Zendesk account and click the Admin Center icon in the sidebar. Navigate to Workspaces > Agent tools > Macros. Click the Add macro button in the top right corner.
Tip
You can also access macros directly from a ticket by typing :: in the comment field
2
Set up basic macro information
In the macro creation form, enter a descriptive Title that agents will easily recognize. Add relevant Tags to help categorize and search for the macro later. Choose the appropriate Availability setting to determine who can use this macro.
Tip
Use clear, searchable titles like 'Password Reset Instructions' instead of generic names
3
Configure macro actions
Click Add action to define what the macro will do. Common actions include:
- Comment/description - Add your response text
- Status - Set ticket status (solved, pending, etc.)
- Priority - Change ticket priority
- Assignee - Assign to specific agent or group
Tip
You can add multiple actions to a single macro for comprehensive ticket handling
4
Write your response template
In the Comment/description action, write your standardized response. Use Zendesk placeholders like
{{ticket.requester.name}} for personalization and {{ticket.id}} for ticket references. Format your text using the rich text editor for better readability.Tip
Test placeholders to ensure they pull the correct information before saving
5
Set advanced options
Configure additional settings such as CC/BCC recipients, Followers, or Custom field values. Choose whether the macro should be Public (visible to all agents) or Personal (only visible to you). Set any Conditions that determine when the macro can be used.
Tip
Use conditions to prevent macros from being applied to inappropriate ticket types
6
Preview and test the macro
Click Preview to see how your macro will appear when applied. Review all actions and ensure the response text flows naturally. Check that all placeholders display correctly and formatting appears as intended.
7
Save and organize your macro
Click Save to create your macro. After saving, you can organize it by adding it to specific Categories or Groups for easier access. Test the macro by applying it to a sample ticket to ensure it works as expected.
Tip
Create a naming convention for your macros to keep them organized as your library grows
Troubleshooting
Macro doesn't appear in the agent interface
Check the macro's Availability settings and ensure it's set to Public or assigned to the correct agent groups. Verify that any conditions aren't preventing the macro from displaying for the current ticket type.
Placeholders showing as blank or incorrect data
Verify the placeholder syntax matches Zendesk's format exactly. Common placeholders include
{{ticket.requester.name}} and {{ticket.organization.name}}. Test with tickets that have the required data populated.Macro actions not executing properly
Review each action in the macro configuration. Ensure status changes are valid for your workflow and that assignee groups exist. Check that custom field mappings correspond to active fields in your Zendesk instance.
Cannot edit or delete existing macros
Verify you have the correct permissions in Zendesk. Only admins and agents with macro management permissions can modify shared macros. Personal macros can only be edited by their creator.
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