Two or more macros can provide specific answers, allowing you to address problems more easily. You’ll ordinarily need multiple macros in a single ticket if your ticket has multiple questions.

If necessary, click the “Apply macro” button once again to pick another macro.

If you need a different macro, browse the list or employ the convenient search option to retrieve your item within seconds. In general, you’ll see the most frequently used macros from the last seven days.

Select the macro you want to add to the ticket.

Open the ticket to which you wish you apply your macro.

After all, you didn’t create your macro just for the sake of it, right? You want to put them to actual use, and the way to do so is to apply your macros to your tickets.

Wrap it up by clicking the “Create” button, and your shared macro will be up and firing.Įven though your macro is ready, don’t put your feet up just yet.

If necessary, press “Add action” again if you wish to incorporate another action into your macro.

For instance, you can add images, attachments, and other content to make macros more relevant and easier to understand. If you want to use a comment or description action for your macro with different formats, several features can enhance your macros.

Click the “Add action” prompt and choose your action.

Some of your options include agents in a certain group, all agents, and only you (the creator). You don’t have to describe a macro, but it makes it easier for agents to retrieve it and determine its purpose.

Figure out the best name and description for your macro.

Head to “Macros” followed by “Add macro.”.

Press the “Workspaces” button and choose your “Agent tools.”.

Start your app and access your “Admin center.”.

Like personal macros, shared macros take minimal skill to set up. They can simply access a pre-built macro when dealing with a ticket and handle client inquiries faster.

They further facilitate customer service by eliminating the need for individual agents to set up the same or similar template and waste time. The name is pretty self-explanatory – shared macros are macros multiple members can use. One of these features is the ability to create shared macros. That said, some features are only available to admins. In other words, any agent in your team can create macros for faster customer service. The ability to create personal macros is universal.

Type in the name of your macro and specify the action it’ll perform.

Tap the prompt that lets you select all your shared macros.

Go to “Agent tools,” followed by “Macros.”.Navigate to your sidebar and choose the “Workspaces” button.Open Zendesk and head to your “Admin Center.”.

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