Using macros to update tickets Follow

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You can simply and effectively streamline your workflow by creating macros for support requests that can be answered with a single, standard response. This saves you the time and effort of crafting a separate response to each customer with the same issue.

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

Macros can also be organized into categories to help your support staff quickly locate and apply them. For more information, see Organizing and managing your macros.

This article contains the following sections:

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.

Accessing the Macros page

You manage your macros from the Macros page of the Admin Home page.

To access the Macros page

  • Click the Admin icon () in the sidebar, then select Macros.

Macros to get you started

There are a number of macros you can use to get started, including:

  • Close and redirect to topics

    This sets the ticket status to closed. If it is an incident of a known problem, the requester will be informed via a comment that the ticket has been closed and recommended that they visit the forums for more information about the incident.

  • Customer not responding

    This is a reminder that can be sent to the requester if they have not responded to a request for more information on a pending ticket.

  • Downgrade and inform

    This tells the requester that the priority of their request has been downgraded to low and that there may be some delay in resolving their request.

  • Take it!

    This macro is a shortcut for agents to assign a new request to themselves.

These macros can be used as is, edited, or cloned, so you can modify and repurpose them as needed.

Applying macros to tickets

You can manually apply one or more macros toa ticket at once. Keep in mind that what one macro does can easily be undone by another macro.

So why would you apply more than one macro? A typical use case is a ticket that contains more than one question or issue, let's say two in this example. You might have set up two macros that both insert a comment into a ticket to answer each issue separately. By applying each macro to the ticket, you add two comments and address both issues in a single response.

To apply a macro

  1. In a ticket , click the Apply macro button in the bottom toolbar.


  2. Typically, your five most commonly used macros from the past week appear at the top of the macros list.

    You can select one of these, begin typing the name of the macro, or scroll through the list to find the one you want to use.

    The most-used macros display can be disabled, in which case, you'll only see the all macros list. For information, see Disabling the most-used macros option.

    Note: Macros can be set up for a specific channel or for aall channels. If you select a macro that is not enabled for your channel, it will not be applied. Unless your admin included the channel in the macro title, there will be no indication in the macro list as to which macros are available for which channels.

    The actions defined in the macro will be applied. If the macro updated the ticket comment, you can edit the text before submitting the ticket.

  3. To apply another macro, click Apply macro again and select another macro.
    Tip: Fine Tuning: Check out how we use macros to manage tickets with Jilliana Peterson's Fine Tuning: How Zendesk uses Zendesk, Part 1.

Applying macros to tickets in a view

Just as you can make bulk updates to many tickets at once, you can also apply a macro to more than one ticket using your views. See Managing tickets in bulk.

Creating macros for tickets

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.

Remember, there are two types of macros: personal and shared. Agents can only create personal macros, for their own use.

Note: You can create a macro from an existing ticket. For information, see Creating macros from existing tickets.

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. On the Macros page, click the All shared macros drop-down menu and select Personal macros.
  2. Click the Add macro button.
  3. Enter the macro name, and add actions for your macro as described below in Building macro action statements.
  4. 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. On the Macros page, click the Add macro button.
  2. Enter a title for your macro.
  3. Use the drop-down menus to add actions for your macro as described below in Building macro action statements, and set the macro's availability.

    The drop-down menu offers three types of macros to choose from:

    • All agents, available to all agents.
    • Agents in group, available only to agents in the group specified. A drop-down menu to choose the group appears when you select this option.
    • 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.
  4. Click Create.

Building macro action statements

Using macros you can set ticket properties, add or modify tags, and add comments. Select an action using the drop-down menu, then select or enter specifics in the associated drop-down menu or text entry box.
Table 1. Actions
Actions Description
Set subject You can use this action to replace the ticket's current subject.

The ticket status can be set to the following:

Open indicates that the ticket has been assigned to an agent.

Pending indicates that the requester has been asked for information and the ticket is therefore is on hold until that information has been received.

On-hold means that the support request is awaiting a resolution from a third party, someone who is not a member of your support staff and does not have an agent account. This status is optional and must be added (see Adding the On-hold ticket status to your Zendesk in the Administrator Guide).

Solved indicates that the customer's issue has been resolved. Tickets remain solved until they are closed.
Form Your ticket forms are available as actions. Select a specific form.

See Creating ticket forms to support multiple request types.

Priority The priority can be set to Low, Normal, High or Urgent.

The type can be set to the following:


Incident indicates that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket.

Problem is a support issue that needs to be resolved.

Task is used by the Support agents to track various tasks.

Note: It's currently not possible to link incident tickets to problem tickets or set task due dates using the task action in macros.

You can set groups to any of the following:

(—) is used to unassign a group (if one has already been assigned)

(current user’s groups) is the group to which the agent who is updating the ticket belongs. If the user belongs to multiple groups, the macro makes a series of checks to determine which group should be used. Group priority is determined as follows:

  • The group currently assigned to the ticket, if the agent is in that group.
  • The agent's default group, if one is available.
  • The first group the agent belongs to, if no default group is set.
Group name is the actual name of the group that is assigned to the ticket.

You can set assignee to any of the following:

(—) is used to set assignee to no one (unassigned)

(current user) is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated.

Assignee name is the actual name of the person assigned to the ticket.
Satisfaction Offered to requester.
Set tags The tags you want to insert into the ticket. The set tag action replaces the current tags. Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales).
Add tags The tags you want to add to the existing list of tags (if any). Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales).
Remove tags The tags that you want removed from the existing list of tags contained in the ticket (if any). Tags must be separated with spaces.
Comment/description The text of ticket comment, and email notification.




Comment mode Public or Private. Only agents can view private comments.
Custom fields Custom fields that set tags (drop-down list and checkbox) are available as actions. You can select the drop-down list values and Yes or No for checkboxes.  
Add CC You can use this action to automatically copy a specific agent to the ticket or the (current user). You cannot use this action to copy an end-user.  
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  • 0

    Not sure if it has been asked or answered already, but from the article it looks like you can create "folders" of Macros (in example, Flash Photography>). Is there instructions somewhere on how to do this?

  • 0

    Hi @Jen. You create the folders by entering a double colon ("::") in the macro name. Something like Folder1::Macro1, Folder1::Macro2, Folder2::Macro3 etc

    This creates a nested list of the macros.

  • 0

    Following up on Jen's post from October 01, 2014 12:48, is there any option to set which problem the ticket will be related to?

  • 0

    Hey Allen!

    I poked around in Macros and Triggers, and I don't see the "Linked problem" field available as an action anywhere. 

  • 0

    I know right?  

    We just sent out an invitation to a beta, the requests are all to be turned into Incidents attached to the master problem ticket.

    I've created the macro to tag things, set the right reply text, etc. We can make it an Incident, but it would be really nice to peg the right problem as well.

  • 0

    That would be a really handy thing to have...I've experienced a similar pain point with linking problem tickets. I did some poking around, but I didn't find a thread on it in Product Feedback about it. I think that would be a really good suggestion to throw out there for the PMs, if you're so inclined. :)

  • 0

    Second that. I've wanted to use macros to link incidents to their problem ticket for some time. 

  • 0

    As an Admin, is it possible to view and edit an agent's personal macro?

  • 0

    Hi Richard!

    Personal macros can only be viewed and edited by the agent who created them.

    Please let me know if you have any other questions!

  • 0

    Hi, the new Macros have been updated today for our instance. What I don't really like is the MOST USED feature that you have placed. Please tell me how I can disabled this, and if there is no such an option, why you even putted it? Now when I use my keyboard shortcuts I always need to go through all these five, before navigating to the Macros that I really want ....

  • 0

    Hey Tsvetan!

    It's not possible to disable it at this time. A number of people have given Erin, the Product Manager for this feature, the same feedback here. I'd recommend subscribing to that article so you can stay up to date on the conversation as Erin comes back with more information!

  • 0

    Hi Jessie, Thanks. Just subscribed, let's hope we will have it available soon. Cheers

  • 0


    someone knows how I can set-up a trigger that apply a specific macro?


    Is it something that is avalaible for professional zendesk licenese?

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