Quick summary
Zendesk macros let support agents apply pre-built reply templates and status updates to tickets in seconds. This walkthrough shows how to apply a macro, preview its content, set a status category, and submit the ticket — all from the agent workspace.
Steps
- Navigate to the bottom-left corner of the ticket view and click Apply Macro.
- Browse the macro list, choose the specific macro you want to use, and tap the Preview icon next to it.
- Review the ready-made message under the Public Reply tab, then set your desired Status Category, and click Apply Macro to confirm.
- Click Submit as Pending to finalize and send the ticket.
- A new ticket containing the applied macro is created and delivered to the intended recipient.
