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.
Unlike triggers and automations, macros only contain actions, not conditions.
Conditions aren't used because nothing is automatically evaluating tickets to
determine if a macro should be applied. Agents evaluate tickets and apply
macros manually as needed.
Macros can do a wide range of these things, but the most common actions are:
Make a public comment
Add or remove ticket tags
Change the ticket assignee
Change the ticket form
Populate ticket fields
Macro management
Instead of managing Zendesk macros via Zendesk itself, we instead use GitLab
itself via the
zendesk-macros project.
This allows us to have version-controlled macros. For more information on
managing Zendesk via the various GitLab projects, please review
Using the sync repos.
Current macros
As we have many macros, and they change quite frequently, the best resource to
see all the current macros would be the
zendesk-macros project.
How to link to macros
Because macro names sometimes change, linking to them directly is not recommended.
Instead, use the URL of a search for the macro's id number, like so:
