Zendesk Macros Explained
Video
A macro is a saved reply plus the ticket changes that go with it. What sits inside a macro, how to build one, and what an agent sees when they apply it.
Chapters
What a macro holds
A macro is a prepared response an agent applies to a ticket. It carries the reply text, and it can carry ticket changes alongside it: a status, a form, tags added or removed.
Macros live in the Admin Center under Workspaces, Agent tools, Macros. Each one has a name, a description, and an availability setting that decides who can use it. You alone, agents in specific groups, or all agents.
Building one, then using it
Create macro opens the same fields. Name it, describe it, choose who it is available to, then add actions. Comment/description holds the reply. Other actions set the status, set the ticket form, and add or remove tags so reporting stays clean.
On a ticket, Apply macro drops the reply into the editor and applies every other action at the same time. The agent submits, and the ticket carries a personalised reply, an updated status and the right tags.
