Creating macros for tickets Follow

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Unlike triggers and automations, macros only contain actions, not conditions. Conditions aren't used because nothing is automatically evaluating tickets to determine if a macro should be applied. Agents evaluate tickets and apply macros manually as needed.

Macros can be created from scratch, or can be based on existing tickets. Macros contain actions, which can be updates to ticket properties, or ticket comments. Macros are applied manually to tickets by agents.

There are two types of macros: personal macros (created by an agent or administrator for their own use) and shared macros (created by an administrator for multiple users). A personal macro is only visible to and can only be used or modified by the agent or administrator who created it. Administrators can create shared macros, and can modify all shared macros, regardless of who created them. Administrators on Enterprise can create custom roles to allow agents to perform these tasks.

This article contains the following topics:

Related articles:

Be sure to check out our community tips for macros.
Tip: Fine Tuning: Learn how to improve your agents' productivity in Sylviana Ho's Fine Tuning: Agent Productivity.

Creating personal macros for tickets (agents)

Although only administrators can create the macros that are shared by all Zendesk Support agents, agents can create macros for their own use.

Note: Personal macros are available on Team, Professional, and Enterprise.

To create a personal macro for tickets

  1. Click the Admin icon () in the sidebar, then select Macros.
  2. Click the All shared macros drop-down menu and select Personal macros.
  3. Click the Add macro button.
  4. Enter the macro name, and add actions for your macro as described in Building macro action statements.
  5. Click Create.

Your personal macros are added to the list of available macros.

Creating personal or shared macros for tickets (administrators)

Administrators create macros that are shared by all Zendesk Support agents or macros that are shared by only agents in a specific group. Administrators can also create personal macros for their own use.

To create a personal or shared macro for tickets

  1. Click the Admin icon () in the sidebar, then select Macros.
  2. Click the Add macro button.
  3. Enter a Macro name.
  4. (Optional) Enter a Description.
  5. Select an option from the Available for menu:
    • All agents, available to all agents.
    • Agents in group, available only to agents in the group or groups specified. Begin entering the name of a group, then select the group you want to add. Repeat for multiple groups.
    • Me only, available only to you.

    Note: The Agents in group option is available on Professional and Enterprise. Personal macros are available on Team, Professional, and Enterprise.
  6. Under Actions, use the drop-down menus to add actions for your macro as described in Building macro action statements.

    If you choose the Comment/description macro action, and you have rich text formatting enabled, you can add formatting and inline images and you can add attachments to your macro comments.

  7. Click Create.

Adding formatting and inline images to macro comments

If you have rich text formatting enabled, you can add styling, formatting, and inline images to the Comment/description macro action. An administrator must enable this setting. For details, see Enabling formatting options for agents.

 

To add formatting to your comment

  1. In the macro, under the comment box, click the T at the bottom of the field.

    This opens the rich text editor interface:

  2. Select the formatting you want to apply to the text.
    Toolbar button Formatting Keyboard shortcuts
    Increase/decrease heading style

    Increase: Ctrl + +

    + + (Mac)

    Decrease: Ctrl + -

    + - (Mac)

    Bold

    Ctrl + B

    + B (Mac)
    Italicize

    Ctrl + I

    + I (Mac)
    Bulleted list

    Ctrl Shift + 8

    + Shift + 8(Mac)
    Numbered list

    Ctrl + Shift + 7

    + Shift + 7 (Mac)
    Decrease paragraph indentation

    Ctrl + [

    + [ (Mac)
    Increase paragraph indentation

    Ctrl + ]

    + ] (Mac)
    Block quote

    Ctrl + Shift + 9

    + Shift + 9 (Mac)
    Code block

    Ctrl + Shift + 6

    + Shift + 6 (Mac)
    Code span

    Ctrl + Shift + 5

    + Shift + 5 (Mac)
    Hyperlink

    Ctrl + K

    + K (Mac)
    Horizontal line

    Ctrl + Shift + L

    + Shift + L (Mac)
Note: If you created a macro with the Comment/description action before the addition of rich text formatting, you can update your macro by clicking the Use rich content link. This copies your existing comment action, loads in the rich content editor, and places your comment back into the editor. You can then apply formatting and add images or attachments as needed.

Now you can add a plain text version of you rich content macro comment, if you want. The plain text version will be intelligently applied in channels that don't support rich text formatting.

To add inline images to your comment

  • Drag and drop an image from your computer into the comment window, or paste a copied image into the window by right-clicking and selecting Paste or by pressing Ctrl or ⌘ + V.

Adding attachments to macro comments

Comments in your macros can also contain up to five file attachments.

The maximum file size for the Zendesk Support plans are as follows:
  • 1 MB for Essential
  • 7 MB for Team
  • 20 MB for Professional and Enterprise

To attach one or more files to a comment

  1. Click the paperclip icon in the at the bottom of the field.

  2. Browse to the file you want to attach.
  3. Select the file, and click Choose.

    The file is added to the ticket.

Adding an alternate plain text version of a rich content macro comment

If you added styling, formatting, or inline images to the Comment/description macro action, you can add an alternate plain text version, if you want.

The plain text version will be intelligently applied in channels that don't support rich text formatting. These include the Zendesk mobile app, Zendesk SMS, the Zendesk Facebook or Twitter integrations, and any of the Zendesk channel apps.

To add a plain text version of your rich content macro comment
  1. In the macro, under the rich content version of the comment, click Add plain text.

  2. In the pre-populated version that appears, make any modifications needed to create the plain text version of the macro comment.

 

Have more questions? Submit a request

Comments

  • 0

    Please add if liquid markup is supported or not in the rich macro editor, we make use of it in the old macro editor. 

  • 0

    Hi Joel!  Liquid markup is not supported with the rich text macro editor.  If you would like to continue using liquid markup in macros, you would need to switch your account over to markdown formatting.

    EDIT:  Liquid markup IS supported with the rich text macro editor.  Some formatting may need to be adjusted when going between rich text editor and markdown.

    Edited by Brad Ladwig
  • 0

    Hi Brad

    Actually, it seems to work just fine, both inline, and if you include it using dynamic content. Just converted and tested a couple of macros where I use liquid markdown to pull out the first name of any ticket CCs, after refreshing the editor and Zendesk to exclude cache issues. We are using Rich formatting inbound and outbound, no markdown.

    In what way is it not supported, or what has changed between using liquid markup in the plain and rich version of the marco editor?

    EDIT: and it's very good news to me that liquid seems to work in rich mode too :P

    Edited by Joel Hellman
  • 0

    Hi Joel!  Welp, turns out the liquid markup I used in my test did not render properly for other reasons.  Sorry for the confusion!  Liquid markup IS indeed supported by the rich text macro editor.  There may be some need for formatting adjustments when going between markdown and rich text.  While we are not able to troubleshoot liquid markup here in Zendesk Customer Advocacy (similar to custom code), if you are having any issues with a particular string, feel free to submit a ticket and we can take a glance at it and see if anything stands out.

    Again, sorry for the confusion.  *doh*

  • 0

    For some reason in my existing Macro's I've got a function "Convert to formatted text".

    When a new Macro is created this function does not appear. Any clue?

  • 0

    Laurens, its just a security measure from Zendesk. The new editor should convert old content without any issues, but there might be slight variations and you never know, so this feature is so you can choose yourself when to convert your old macro formatted in markdown to the new rich text editor for macros. Once converted, you cannot switch back. 

    For new macros, the new editor is the always the default if you rich text editing enabled in your account (which it is, or you wouldn't see this option).

     

    Edited by Joel Hellman
  • 1

    Hey Joel,

    Thanx for the reply. I understand it's an old feature. The trouble for me is I'm using the Dynamic Content inside the Macro's

    Dynamic Content doesn't contain the new editor. Is this something which will be available in the future?

    I've found a work around for now: If I clone an existing Macro it still consist of the feature. I'm just editing the new one ;)

     

  • 0

    I have had not trouble so far using dynamic content in the new editor, though I haven't migrated all my macros. It should work though. Just type it into the editor as usual. 

    There are probably some edge cases here where the rich editor behaves in another way compared to markdown editor, but I can't think of them right now. 

     

  • 0

    Hello

     

    I also use dynamic content in the macros.

    So unfortunately I can't use this "rich content" feature.

     Would be great if I could though ;)

     

    UPDATE: Missing it in email notifications as well.

    Edited by Giovanni De Smet
  • 0

    I found a work around incase you have existing Macro's with rich content and dynamic content.

    Go to an existing Macro -> clone the Macro -> change the cloned Macro to your new wishes

    works like a charm.

  • 0

    Guys, dynamic content should work in the rich editor. If it doesn't, could you post what isn't working?

  • 1

    Well, check the picture below. In the function to create a new piece of Dynamic Content there is no richt text editing available.

     

     

  • 0

    What I meant was that you can embed dynamic content and rich content in the macro editor. For rich content in the dynamic editor itself, that is not supported, but we have this existing Product Feature Request: Rich Text in Dynamic Content

     

    Showing dynamic content and liquid code working in rich macro editor

    Edited by Joel Hellman

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