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 your macros into categories. You do this 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.
After you've categorized your macros, you click through the levels of categorization using the Apply macro menu when creating or updating a ticket.
Reordering the list of macros
You can also reorder your list of macros, which affects what you see in the macros menu. Agents can only reorder their personal macros. Administrators can reorder their personal macros and all shared macros.
- Click the Admin icon () in the sidebar, then select Macros. Zendesk Classic: Select the Manage menu, then select Macros.
- Click Reorder. You’ll find this at the end of the list of active macros.
- Click and drag macros to new locations.
- Click Done.