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.

This article contains the following sections:

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.

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 to a ticket at once. Keep in mind that what one macro does can easily be undone by another macro.

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.

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.
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Comments

  • 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. 

  • 1

    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. :)

  • 1

    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

    Hello,

    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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