Using macros to save time

Use macros to save time on tickets. 

"A macro is a prepared response or action that an agent can manually apply when they are creating or updating tickets. Macros contain actions that can update ticket properties.

Macros can perform tasks. For example

• Add comment text
• Update ticket fields
• Add or remove ticket tags
• Add CCs
• Change the assignee
• Set the ticket subject
• Add attachments to ticket comments
• Start side conversations

You can furthermore customise  macros by adding placeholders if for example you wanted to address the end user by their name. 

Macros can also be created for either personal or group use. 

You also have a number of formatting options for macros when creating macros.

Additionally macros can be categorised for ease of use. 

Here is a snippet from Zendesk´s article on how to create macros. 

To create a personal or shared macro for tickets

1. In Admin Center, click the Workspaces icon () in the sidebar, then select Agent tools > Macros.
2. Click Add macro.
3. Enter a Macro name.
4. (Optional) Enter a Description.
5. Select an option from the Available for menu:
   • All agents, available to all agents.
   • Agents in group, available only to agents in the group specified. A drop-down menu to choose the group appears when you select this option.
   • Me only, available only to you.
   Note: The Agents in group option is available on Support Professional and Enterprise.
6. Click Add action, then select an action for your macro (see Building macro action statements) and complete the corresponding field that appears.

   If you choose the Comment/description macro action, and you have rich text formatting enabled, you can add formatting and inline images and you can add attachments to your macro comments.

7. Click Add action again to add another action and repeat as needed.
8. Click Create.

Afterward, you can find the macro in the bottom of the ticket interface here.