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We use Zendesk Macros as a tool to help support common workflows and allow us to support our customers faster. It's important to find a balance of when and where to use a macro as too many macro responses and the support process becomes robotic and canned. Nobody likes cans.

Who can create a Macro?

Macros can be created by agents, engineers, and managers in Zendesk. They should be used for matters that require a rigid process (2FA re-auth/DMCA) or when we need to provide a template response (Holiday Coverage). If you need to create a macro that adds tags to tickets, make sure to get approval the Support Operations team beforehand.

Where Macros Live

Macros are namespaced with a :: which nests them in the bottom of Zendesk Dropdown. The current top level headings are below: