Zendesk Macros, Used Properly
Zendesk macros are a set of actions an agent applies on purpose. On purpose. That's the entire difference from a trigger, and it's the part most macro libraries forget.
What Zendesk macros actually do
A macro applies a prepared set of changes to the ticket in front of an agent. A comment, a status, a tag, an assignee, custom field values, or all of them at once.
It's manual by design. Triggers and automations run themselves, a macro runs because an agent chose it, and that's what makes macros the right tool whenever judgement is involved.
Building a library agents use
Most macro libraries fail the same way. Too many macros, badly named, so agents give up and type the reply out by hand instead.
When a macro is the wrong tool
If it should happen every time without judgement, that's a trigger. Delay involved? That's an automation. And if it needs to look at another ticket to decide anything, no macro will do it.
That last case comes up constantly with duplicates. Agents build a "this is a duplicate, see other ticket" macro. It documents the problem neatly, and it does nothing at all about the fact that two agents already answered.
Frequently asked questions
What is the difference between a macro and a trigger?
A macro is applied by an agent on purpose. A trigger doesn't wait for anyone, it runs automatically when a ticket is created or updated.
How many Zendesk macros should we have?
As few as cover your genuinely repetitive replies. That's usually far fewer than you have. Thirty well-named macros used daily beat two hundred nobody can find.
Stop needing the duplicate macro
When duplicates are merged on arrival, nobody has to write "this is a duplicate" ever again.
Start free trial14-day free trial. No credit card required.