Easy Tech TutsHow to Create a Macro in Zendesk Easily 2026
By Impran M N
Typing the same reply and manually updating ticket fields every time slows down agents handling repetitive issues. Zendesk macros bundle a canned text response together with automatic field changes into a single click. This guide covers building a macro from scratch and testing it on a live ticket.
01Open the macros manager
In Admin Center, expand the Workspaces menu and click Agent Tools, then Macros.
02Start a new macro
Click Create Macro to launch the primary settings page.
03Name it and set availability
Input a search-optimized title and assign availability permissions, either for all agents or just yourself.
04Write the response text
Go to Actions, choose Comment/Description, and write your standard response text.
05Stack additional field actions
Click Add Action to stack ticket field changes, like setting status to Pending or adjusting priority.
06Save and test
Review your complete sequence and click Create, then open an active ticket to verify the macro loads correctly from the toolbar.
Frequently asked questions
Can a macro do more than just insert text?
Yes, macros can simultaneously update ticket status, priority, and tags alongside the canned text response.
Can I limit a macro to just my own use?
Yes, availability permissions let you scope a macro to personal use or share it account-wide.
Is there a way to organize a large number of macros?
Using a naming convention with a folder-style separator like :: in the title helps classify macros into groups.
How do I trigger a macro while replying?
Macros can be applied from the bottom toolbar or through inline keyboard slash command shortcuts.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
