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Zendesk Platform: How to Make and Set Up Automatic Macros

Zendesk is a popular customer service software that allows companies to manage customer support interactions across multiple channels. One of the most useful features in Zendesk is macros – predefined responses that agents can quickly insert into ticket comments or chat messages. Macros help agents save time and ensure consistency in responses.

This article provides a step-by-step guide on how to make and set up automatic macros in Zendesk to streamline your customer support workflow.

Benefits of Using Macros

Here are some of the main benefits of using macros in Zendesk:

  • Save time – Macros eliminate the need to type common responses repeatedly. Agents can insert detailed responses with just a few clicks.
  • Ensure consistency – Macros standardize responses across your support team. Customers receive consistent information.
  • Improve accuracy – Macros reduce human error by letting agents insert proven responses.
  • Onboard new agents faster – New support agents can start responding accurately right away by using macros created by more experienced team members.

How to Create Macros in Zendesk

Follow these steps to create macros in Zendesk:

  1. Log in to your Zendesk account and go to the Admin Center.
  2. Click on Workspace in the sidebar and select Agent tools > Macros.
  3. Click on Add macro.
  4. Enter a Macro name and Macro content.
    • The macro name should be concise and descriptive e.g. “Refund request received”.
    • The macro content is the predefined response that agents can insert.
  5. Click on Create.

You can create as many macros as needed to cover common support scenarios.

How to Use Macros

Agents can insert macros in tickets and chat conversations by:

  • Clicking on the Apply macro option in the bottom left of the ticket page or chat window
  • Using the keyboard shortcut – type / and select the macro from the list
  • Selecting the macro from the macros panel if you have it enabled

The predefined response will be immediately inserted where the agent’s cursor is placed.

Tips for Creating Effective Macros

Follow these tips to make macros that truly streamline your customer service workflow:

  • Conduct analysis – Check historical tickets to identify common customer questions and requests. Create macros to address these.
  • Collaborate with agents – Discuss with your agents to recognize scenarios where macros would help. Prioritize creating macros for these situations first.
  • Keep them up-to-date – If your policies or procedures change, update relevant macros so that accurate information is always shared.
  • Review performance – Use Zendesk analytics to determine macros that are rarely used. Remove or update such macros.
  • Organize macros – Group related macros into folders so agents can easily locate them.

Setting Up Automatic Macros

While agents can manually insert macros, you can also set up Zendesk to automatically apply certain macros based on triggers.

For example:

  • Automatically insert a macro thanking customers when tickets are closed.
  • Include a macro requesting feedback when tickets are reopened.

Here is how to set up automatic macros:

  1. Go to the Admin Center and click on Manage in the sidebar.
  2. Select Triggers.
  3. Click on Add trigger.
  4. Choose trigger conditions like ticket status change, assignee update, etc.
  5. Select the actions to perform when the trigger fires. Choose the Apply macro action.
  6. Select the macro you want inserted from the dropdown when the trigger conditions are met.
  7. Click on Create.

With automatic macros set up, relevant responses will be added without agent involvement in select scenarios. This further reduces the effort required from agents.

Best Practices For Using Automatic Macros

Keep these best practices in mind:

  • Don’t over-automate – Limit automatic macros only to frequently occurring scenarios. Too many automated responses appear robotic.
  • Humanize macros – Even in automatic macros, use empathetic language customers appreciate.
  • Allow agent discretion – If agents need flexibility based on context, they can choose not to use the automated macro.
  • Monitor effectiveness – Check if automated macros are providing value or need tweaking.

Wrap Up

Using macros allows Zendesk users to save time, standardize responses, improve accuracy, and accelerate agent onboarding. Both manual and automated macros have benefits.

Follow the tips in this article to identify situations where macros will help, create effective macros leveraging historical data and agent inputs, and set up automation with triggers to include responses without agent action.

With the proper use of macros, your Zendesk instance will become an even more powerful customer service platform. Your agents will become more productive, your responses will be top-notch, and your customers will keep coming back happy.

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