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Saving responses for common customer inquiries



Publication le 05 févr. 2025

I've been searching the KB and I guess I'm not using the correct terms to find what feature I'm looking for. We get tickets on a daily basis that we can reply to with either the same text, or a few variations of that text. Currently we have the text blocks on a Word doc and just copy/paste in the desired reply. What is/are the features in Zendesk I can use to accomplish this? Is this Macros or are there other options? What is the search term I should be using to find this? I'm seeing some AI options, but I'd rather stay manual for now until I can see how it all responds. 


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Gabriel Manlapig

Zendesk Customer Care

Hi Jeff,
 
Indeed, at present, Macros for support requests can addressed with a singular, standardized response or action. This approach conserves agents' time and effort by eliminating the need for manual responses to multiple customers experiencing the same issue or question.
 
For reference, please see below article:
 
Creating macros for repetitive ticket responses and actions
 
We hope that helps you!

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