How do I create a best practice Zendesk Macro

​Macros are one of the major efficiency tools in Zendesk to help agents quickly respond and solve out enquiries. They are also significantly under-utilised in many Zendesk instances that we see.

My main tips around creating good macros that are easy to find and are valuable to agents are as follows:

1. Use the folder capability by naming your macros using the double-colon (eg. Customer Responses::Priority 1 Response where "Customer Responses" is the top level folder and "Priority 1 Response" is the macro name. Note that you can use multiple folder levels but there is a limit to the amount of text you can hold in the name). This allows agents to easily click through and find the macro they're looking for based on the folder subject.
2. Segregate your macros by Agent Group to keep your macros clean and relevant for all agents.
3. Use placeholders in Comment/Description to display dynamic content (eg. "Hi {{requester.first_name}}​") to personalise the response and agents can avoid manual updates.
   
4. Set the ticket status according to the response you are providing to the customer. For example, if it is a question you are asking the customer set the Status to Pending. If it is an answer you are providing, advise the customer you will mark the ticket as solved for now and set the Status to Solved.
   
5. Don't just use macros for comments, but also use them to set the Enquiry Type, Form Type and other fields to save the agent from manually selecting them.
6. Add a unique tag (eg. macro_priority1_response) to report on what macros are being used and where to gain insights into how to further improve your macros.

Here's an example of what your macro actions might look like...

successCX is a Zendesk Master implementation partner utilising Zendesk best practices to deliver the best customer service.