How do I create a Macro?

You may wish to create a Macro so that you can update tickets more efficiently.

To do this:

1. Navigate to the Admin cog in the bottom left hand corner of Zendesk
2. Select Macros from underneath the 'Manage' area
3. Click Add Macro
4. Input a title for your Macro
• It's worth making this title very clear - it's how you will identify what the macro does, before applying it to a ticket.
5. Select an action from the drop down list
• Ensure that this makes logical sense
• If you wish to use Placeholders, type {{ and a drop down list will appear. These placeholders work similar to a mail merge, where they draw information from within the ticket (maybe ticket requester first name, for example).
6. Click the green plus icon (+) to add more actions.
• This is great if you want to perhaps add a public comment and also update the ticket status at the same time, for example.
7. Select the audience for your Macro - you may only be able to select 'Me only', however if you have more options (as per your account), you will need to select the audience carefully.
8. Click Create Macro and it will then appear in the Macro list for the specified audience.

For example, in my demonstration Macro below, I want to add a 'public comment via Web' and also want to set the status of the ticket to 'Pending' and I only want this to be created for 'Me only':