How to create macros for responses on Zendesk

beginner 8 min read Updated 2026-03-18

Quick Answer

Zendesk macros are pre-written responses that help agents quickly reply to common customer inquiries. Create them by navigating to Admin Center > Workspaces > Agent tools > Macros, then define actions like subject changes, status updates, and response text.

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Prerequisites

Zendesk account with agent or admin permissions
Access to the Admin Center
Basic understanding of ticket management
Knowledge of your team's common responses

Step-by-Step Instructions

Access the Macros section

Log into your Zendesk account and click the Admin Center icon in the sidebar. Navigate to Workspaces > Agent tools > Macros. Click the Add macro button in the top right corner.

You can also access macros directly from a ticket by typing :: in the comment field

Set up basic macro information

In the macro creation form, enter a descriptive Title that agents will easily recognize. Add relevant Tags to help categorize and search for the macro later. Choose the appropriate Availability setting to determine who can use this macro.

Use clear, searchable titles like 'Password Reset Instructions' instead of generic names

Configure macro actions

Click Add action to define what the macro will do. Common actions include:

Comment/description - Add your response text
Status - Set ticket status (solved, pending, etc.)
Priority - Change ticket priority
Assignee - Assign to specific agent or group

You can add multiple actions to a single macro for comprehensive ticket handling

Write your response template

In the Comment/description action, write your standardized response. Use Zendesk placeholders like {{ticket.requester.name}} for personalization and {{ticket.id}} for ticket references. Format your text using the rich text editor for better readability.

Test placeholders to ensure they pull the correct information before saving

Set advanced options

Configure additional settings such as CC/BCC recipients, Followers, or Custom field values. Choose whether the macro should be Public (visible to all agents) or Personal (only visible to you). Set any Conditions that determine when the macro can be used.

Use conditions to prevent macros from being applied to inappropriate ticket types

Preview and test the macro

Click Preview to see how your macro will appear when applied. Review all actions and ensure the response text flows naturally. Check that all placeholders display correctly and formatting appears as intended.

Save and organize your macro

Click Save to create your macro. After saving, you can organize it by adding it to specific Categories or Groups for easier access. Test the macro by applying it to a sample ticket to ensure it works as expected.

Create a naming convention for your macros to keep them organized as your library grows

Common Issues & Troubleshooting

Macro doesn't appear in the agent interface

Check the macro's Availability settings and ensure it's set to Public or assigned to the correct agent groups. Verify that any conditions aren't preventing the macro from displaying for the current ticket type.

Placeholders showing as blank or incorrect data

Verify the placeholder syntax matches Zendesk's format exactly. Common placeholders include {{ticket.requester.name}} and {{ticket.organization.name}}. Test with tickets that have the required data populated.

Macro actions not executing properly

Review each action in the macro configuration. Ensure status changes are valid for your workflow and that assignee groups exist. Check that custom field mappings correspond to active fields in your Zendesk instance.

Cannot edit or delete existing macros

Verify you have the correct permissions in Zendesk. Only admins and agents with macro management permissions can modify shared macros. Personal macros can only be edited by their creator.

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