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