A Zendesk macro is a pre-written template or set of actions that agents can use to respond to customer tickets quickly and consistently. Macros help save time, reduce errors, and ensure a unified tone or resolution across the team. 

📌 When to Use a Macro

Use a macro when:

You're answering frequently asked questions

The ticket requires standardized responses or actions

✅ Examples of Common Macros

“Order confirmation” response

“Cancel subscription” flow

“Return policy” explanation

“Escalate to Tier 2”