Organizing and managing your macros

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Most support teams create and use lots of macros. As your list of macros grows, you may find it difficult to quickly locate macros when you’re trying to apply one to a ticket. You can remedy this by organizing and sorting your macros using a number of different techniques.

This article discusses the following topics related to organizing and managing macros:

For information on creating and editing the macros themselves, and using them to streamline your support workflow, see Using macros to update tickets and chat sessions.

The Macros page

All of your available macros can be managed through the Macros page.

To access the Macros page

  • Click the Admin icon () in the sidebar, then select Manage > Macros.
    Zendesk Classic: Select Manage > Macros.
    The Macros page opens:

From here, you can browse, categorize, sort, reorder, and filter your macros.

Browsing the macros list

Macros are divided by activation status. The default view on the Macros page is the list of Active macros. You can view macros that have been deactivated by clicking the Inactive tab. For more information on activation status, see Editing, cloning, deactivating, and deleting macros.

By default, macros are listed in alphabetical order. If you have a large number of macros, the list will be paginated. You can scroll through the pages using the controls at the bottom of the page:

Searching the macros list

If you know the name, or partial name, of the macro you want to view, you can enter it into the search box at the top of the page:

All macros containing the search term appear in the list.

Editing, cloning, deactivating, and deleting macros

You can edit, clone, deactivate, or delete a macro using the macro's options menu ().

These options are also available on each macro’s edit page, by clicking the actions menu icon ().

  • Edit allows you to modify the title, actions, and permissions used.
  • Clone creates a copy that you can modify and repurpose.
  • Deactivate removes the macro from the Active macros list, and moves it onto the Inactive macros list, making it unavailable to Agents. Deactivated macros can be activated if needed.
  • Delete permanently removes the macro. Only deactivated macros can be deleted. Deleted macros cannot be recovered.
Agents can only use these actions on their personal macros. Administrators can use them on their personal macros and all shared macros.
Note: The options menu also includes controls for changing the macro's position in the list. This functionality is covered in Reordering macros manually.
To edit a macro
  1. On the Macros page, locate the macro you want to edit.
  2. Hover your mouse over the macro to display the options menu icon ().
  3. Click the options menu icon and select Edit.
  4. Modify the title and actions as needed.
  5. Click Save.
To clone a macro
  1. On the Macros page, locate the macro you want to clone.
  2. Hover your mouse over the macro to display the options menu icon ().
  3. Click the options menu icon and select Clone.
  4. Enter a new title for your macro and modify the actions as needed.
  5. Click Create.

To deactivate a macro

  1. On the Macros page, locate the macro you want to deactivate.
  2. Hover your mouse over the macro to display the options menu icon ().
  3. Click the options menu icon and select Deactivate.

    The macro is moved to the Inactive macros list.

To activate a deactivated macro

  1. On the Macros page, click the Inactive tab to display all inactive macros.
  2. Hover your mouse over the macro you want to activate to display the options menu icon () and select Activate.

    The macro is moved back to the Active macros list.

To delete a macro

  1. On the Macros page, click the Inactive tab to display all inactive macros. If the macro is currently active, use the instructions above to deactivate it.
  2. Hover your mouse over the macro you want to delete to display the options menu icon ().
  3. Click the options menu icon and select Delete.

    The macro is permanently deleted.

Categorizing macros

Sorting your macros into categories can make locating a specific macro, or type of macro, much simpler. Categorizing allows agents to quickly apply macros when working with a ticket, and gives you an option for filtering macros on the Macros management page.

You categorize macros by including the categories in your macro titles and separating them with two colons, as in this example:

The macro title example above indicates that you’re assigning the ticket to yourself and setting the Type property to Question.

Using categories to apply macros to tickets

After you've categorized your macros, you can click through the levels of categorization using the Apply macro menu when creating or updating a ticket.

Zendesk Classic: In Zendesk Classic, macro categorization looks like this:

Using categories to filter macros

At the top of the macros table, drop-down menus allow you to filter the displayed macros based on categories you've created, as well as the macro type.

Note: To reorder macros manually, your macros list must be sorted by position, and filtered by either All Shared Macros, or Personal Macros. Filtering by category disables the manual reordering functions.

To filter macros by category

  1. Click the All categories drop-down menu. Any category you've created (as described above) is included as a menu option.
  2. Select the category you want to display.

    The filter is applied to both the Active and Inactive macros lists.

    You can revert to the unfiltered macros list by clicking the drop-down menu and selecting All categories.

To filter macros by type

  1. Click the All shared macros drop-down menu.
  2. Select the type of macro you want to display:
    • All agents, macros available to all agents in your Zendesk.
    • Agents in group, macros available only to agents in the group specified. A drop-down menu to choose the group appears when you select this option.
    • Me only, macros available only to you.

      Return to the unfiltered list by clicking the drop-down menu and selecting All shared macros.

Sorting the list of macros

You sort your list of macros on a number of properties, including:

  • Name
  • Created date
  • Updated date
  • Usage frequency (1hr, 1d, or 7d)
To sort your list of macros
  1. On the Macros page, click the Sort by icon to open the menu.

  2. Select the property you want to use.

    The macros are reorganized based on that property.

Reordering macros manually

You can reorder your macros manually in a number of ways:

  • Using drag-and drop to move them around the list.
  • Assigning them the first, last, or another specific position.

If the order of your macros isn't essential to your workflow, however, we recommend disabling manual order mode, so all newly-created macros will snap into place without manual intervention.

Note: To reorder macros manually, your macros list must be sorted by position, and filtered by either All Shared Macros, or Personal Macros. Filtering by category disables the manual reordering functions.

To reorder macros using drag-and-drop

  1. On the Macros page, click the Settings icon () to open the menu:

  2. Select Reorder page.

    If the Reorder page option is disabled (grayed out), select Settings, then toggle on Manual ordering and click Save:

  3. Click and hold the drag-and-drop handle for the macro you want to move:

  4. Drag the macro into position and release the handle. Repeat as needed to reorder your macros list.
  5. Click Save.

To assign a position in the list to a macro

  1. Hover your mouse over the macro you want to move to display the options menu icon ().
  2. Click the options menu icon and select a new position for the macro:

    • Move to first position places the macro at the top of the macros list.
    • Move to last position places the macro at the bottom of the macros list.
    • Select position opens a window allowing you to select a position for the macro:

      1. Scroll through (or search) the list of macros.
      2. Select one to place the moving macro above.
      3. Click Move.
  3. The macro is moved into its new position in the list.
Have more questions? Submit a request

Comments

  • 0

    It would be nice if there were a way to reorder whole categories of macros, instead of moving them one at a time. Also, new macros added to a category should appear in that section, instead of at the bottom of the list. Any chance of these features being added? Thanks!

  • 0

    Is there a tool built in to the Zendesk admin dashboard to analyze how many times we used a certain macro (where and when) or do I have to depend on tagging + gooddata?

  • 0

    Wendy, 

    Yes there is a way to do that. It's an Enterprise version feature. Check out this article

  • 0

    Hello,

     

    I wasn't able to access my macros. I cannot edit, add or delete them.

     

    Thank you!

  • 0

    Maica, 

    I assume you're an admin in your account? If you're not able to see your macros, please email support@zendesk.com to open a ticket. One of our agents will help you. 

  • 0

    Hi, is there anyway we can multi-edit macros? Like selecting them all and edit/apply automation and triggers?

  • 0

    @Anton

    You mentioned in an earlier reply that you can see the amount of time a Macro can be used. I couldn't find this in the property analysis.

    Pete

  • 0

    Gary: There's currently no way to bulk-edit macros! 

    Pete:  Let me check on that. 

  • 0

    Hello all, first post I think :)

     

    Similar request to the bulk-edit of macros, which would be extremely helpful. Can you export/import templates from any file format? 

    At the moment it's looking like I'll have to copy and paste 60 macros into Excel so I can cross reference and update them!

     

    Alex

    PS yes I count myself lucky there's only 60!

  • 0

    Alex, 

    It's currently not possible to export the content of all of your macros. However, if you build your macros using dynamic content, you can export them as a CSV file, make changes if you want, and then reimport them. The purpose of dynamic content is primarily to make it easier to support multiple languages but it should work just fine for this as well. Take a look at this https://support.zendesk.com/entries/20720458-providing-multiple-language-support-with-dynamic-content and this https://support.zendesk.com/entries/20744077-exporting-and-importing-dynamic-content. 

  • 0

    Regarding post below from Karen:

    "It would be nice if there were a way to reorder whole categories of macros, instead of moving them one at a time. Also, new macros added to a category should appear in that section, instead of at the bottom of the list. Any chance of these features being added? Thanks!" from February 2012

    I'm also wondering about this. 

    I did not see a response to this but am having trouble with organizing my macros in the Apply Macro" window.  It seems that there is no way to put each individual group in the order you want, plus I have found the alphabetical sort option unresponsive at times,  It seems to me that the letter "a" should come before "c" and if there is a space it should come before the letter "a", but it does not work in all cases. What am I doing wrong?

     

    Thanks for your reply.

  • 0

    Hey Cynthia: 

    If you head over to the macro management page, you'll be able to reorder everything in the order you want. You can't drag and drop a nested group, but the macros will appear exactly how they're ordered on that page. When you're working with a heaping amount of macros, it's definitely annoying to resort the list when adding new macros. Aside from the default sorting options and the manual rearrange, there are no other sorting functions at the moment. 

  • 0

    I updated the organizing your macros doc (removed the part that said the limit was three levels).

  • 0

    Is there no limit on macro levels now?

    Also, editing one by one in new ZD is a very awkward.

  • 0

    Hi Andrew -

    Thanks for your feedback on editing macros. There may be an ultimate depth limit, but I was able to create a macro 30 levels deep... Hopefully that would suffice?

  • 0

    30 levels should be enough :-P  - Scary!  I thought 3 was good and 4 might be useful every now and then!

  • 0

    Please vote for my proposal!  Allow your agents to share Macros within their group!

    https://support.zendesk.com/entries/23784798-Allow-Agents-to-share-Macros-within-their-group

  • 0

    Jan,

     

    it is already possible.

  • 0

    Sylvain, I was told just the opposite from your colleagues. 

    "Unfortunately agents can only make macros visible for themselves and not share them, however any admin in your help desk will be able to make this change as they have the rights to do so. Really sorry about that."

  • 0

    I'm not from Zendesk.
    In my support page we all have access to macros.

  • 0

    Because we are all admins.

  • 0

    Hi Sylvain,

    Ah, that makes sense, if you are all admins. But agents cannot create macros and share them with others (they can only make personal macros). So I think Honza wants agents to be able to create and share macro within a specific group.

     

  • 0

    Yes Jennifer, you are absolutely right. 

    Come on Zendesk people, this must to be a question of just setting one user permission, lets make a better world today! 

     

    best

  • 0

    Hey Honza,

    If you are on the Enterprise plan you can set this permission in a custom role. If you go to the tools section and set permissions for 'What can this agent do with macros?' you will be able to allow your agents to set macros for themselves or their group. You can see a screenshot of this option here:

    Group_macros_in_roles.png

    If you are not on the enterprise plan though, you would need to set your agents to administrators in order to be able to do this. A better workflow, however, would be to make an existing administrator be in charge of asking your agents for useful personal macros and then setting them as a group macro for the whole team.

    Hope this helps!

  • 0

    Hello Brandon,

    we are on a PLUS plan. I cant afford to double the cost of the whole helpdesk platform just to have this small feature enabled, that's not reasonable. 

    Most of the time it is is not suitable to give your front-end agents admin permissions for your whole organization. That's just not suitable. 

    We have to carry on using Google Docs to share Macros within the team while searching for something more suitable. 

     

    Best

     

     

     

  • 0

    Hello Honza,

    In most cases, I find that although I think our agent share great ideas for macros, I always want to modify them slightly, whether is is the wording, or some other field change.

    I hear where you are coming from, personally I would like every Zendesk feature for the plus plan price :-D

    There are two way to do this, though both are workarounds.

    1. Make an agent only forum, and have you agents copy their macros in as comments, to share and improve ideas.  Then as admin, you create the macros exactly as you want them and share them to the appropriate group/s.  

    2. Get your agents to make their macros, then temporarily boost that agent to admin, assume their login and go thru the macros to find good ones to make available to the group.  After this, revert role and drop the agent back to non-admin.

    You might also want to consider having one admin per group if this is feasible.

    Hope this helps

  • 0

    Hello Andrew,

    thank you for for presenting your way of working, I am glad you find your service useful. 

    No, you don't understand my point,  I certainly don't wish to have all features under a different plan they are intend to be. Theses features required development someone had to pay for and some of these features require regular service costs as well. 

    What we are talking about is setting one permission to additional user profile. I wouldn't mind you saying, "Honza, this feature would require us to rewrite half of the code" or "making this feature available in lower then the highest plan would damage our business".

    Instead, you are providing me with "hacking advises" like for some garage startup. None of this is suitable, we provide support in 7 world languages, work with part-timers, externals etc. Giving our beloved helpers the admin permissions to access every single ticket, including internal groups is just not the best option. 

    Best

  • 0

    Hello Honza,

    I am just a volunteer moderator, not an official Zendesk voice, hence why I couldn't say anything about the technical aspects.

    I wouldn't quite call my suggestions 'hacking advice'; more suggestions for how to make it work.  The issue of upgrading agent macros to global or group macros has come up a fair bit, and these are the easiest ways for an admin to do this 'at this stage'. 

    Custom user roles would allow another way to do this, but this feature is only on Enterprise. 

     

     

     

  • 0

    Hello,

     

    is there a way, to reach the importants macros with a shortcut, or a simple keybard key?

  • 0

    Quickest way to get a macro...

    Ctrl-Alt-M... type macro name!

    1-2 seconds would be the most it would take for my most common macros

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