How to Add Macros in Zendesk

Updated on:

May 11, 2026

By:

Use this interactive demo to learn how to apply and submit macros on a Zendesk ticket.

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.

📌 Why this matters

Zendesk macros allow customer support teams to respond to common ticket types instantly using pre-written replies and automated status updates, dramatically reducing average handle time. By standardizing responses across agents, macros ensure consistent communication quality and help teams scale support operations without sacrificing accuracy. For any organization using Zendesk, mastering macros is a foundational productivity skill that directly improves first-response rates and customer satisfaction scores.

Your product deserves an interactive demo

Start free

How to Integrate Zendesk Sell with FreshBooks

How to Integrate Webhooks with Zendesk

How to Integrate Email Parser with Zendesk