Zendesk Suite trial: Saving time with macros

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<p class="p" dir="ltr">As part of setting up your Zendesk Suite trial, you have the opportunity to make
changes to your account in addition to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9104802071578" target="_blank">basic tasks and email setup</a>. </p>
<p class="p" dir="ltr">Zendesk provides a setup wizard that you can use to create <em class="ph i">macros</em> for
support requests that can be solved with a single, standard response or action. Macros are
pre-configured responses that save agents the time and effort of manually responding to
multiple customers with the same issue.To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">Creating macros for repetitive ticket responses and actions</a>.</p>
<p class="p">This article contains these sections: </p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li"><a class="xref" href="#topic_lhf_5jc_x2c">Starting the setup wizard for macros</a></li>
<li class="li"><a class="xref" href="#topic_yb5_tmc_x2c">Adding macros</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lhf_5jc_x2c">
<h2 class="title topictitle2" id="ariaid-title2">Starting the setup wizard for macros</h2>
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<p class="p">After you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9104802071578#topic_x55_pwz_y2c" target="_blank">wrapped up</a> the basic trial tasks for Zendesk Suite,
start the setup wizard for macros. The wizard helps you set up a few macros you can use to
reply to common issues and save time for your agents. </p>
<p class="p"><strong class="ph b">To set up macros</strong></p>
<ol class="ol" id="topic_lhf_5jc_x2c__ol_jyj_3lc_x2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Home</strong>
(<img class="image" id="topic_lhf_5jc_x2c__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">) in the sidebar.</span></li>
<li class="li">On <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064623131418" target="_blank">Agent Home</a>, click a ticket to open it. </li>
<li class="li">Scroll to the bottom of the ticket and click the <strong class="ph b">Apply macro</strong> menu<p class="p"><img class="image img-screenshot" id="topic_lhf_5jc_x2c__image_qb5_bmc_x2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_apply_macro_menu.png" width="400"></p>
<p class="p">The menu
contains a list of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602#topic_lty_vgx_tb" target="_blank">standard macros</a> included with your trial along
with a link to create additional macros. </p>
<p class="p"><img class="image img-screenshot" id="topic_lhf_5jc_x2c__image_jbg_44w_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_macros_start.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Create a macro</strong> to start the wizard.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yb5_tmc_x2c">
<h2 class="title topictitle2" id="ariaid-title3">Adding macros</h2>
<div class="body">
<p class="p">The wizard shows a list of macros that you can add to save time for your agents. As you
work through the wizard, you'll see a description of the actions each macro takes and the
ticket comments the macro adds.</p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_ntd_yhh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_macros_list2.png" width="350"></p>
<p class="p"><strong class="ph b"><strong class="ph b">To add macros</strong></strong></p>
<ol class="ol" id="topic_yb5_tmc_x2c__ol_sfr_zmc_x2c">
<li class="li">In the wizard, select the macro you want to add.</li>
<li class="li">When you select a macro, a description appears to show you what the macro does when you
apply it to a ticket. <p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_kpf_x3h_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_macros_details2.png" width="600"></p>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832783642" target="_blank">Actions</a> describe the changes that the macro
automatically makes to the ticket when it’s applied and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828489370" target="_blank">Comment</a> shows the comment the macro automatically adds to the
ticket. </p>
<p class="p" dir="ltr">The macro details also show the expected benefit associated
with the macro. For example, expedited ticket resolutions. </p>
</li>
<li class="li">Before you add the macro, you can make changes to customize it, including: <ul class="ul" id="topic_yb5_tmc_x2c__ul_jdr_qqw_sgc">
<li class="li" dir="ltr">Changing the name of the macro</li>
<li class="li" dir="ltr">Selecting a different ticket status</li>
<li class="li" dir="ltr">Editing the comment </li>
</ul>
</li>
<li class="li">After you finish making changes, click <strong class="ph b">Activate</strong>. <p class="p">After a few moments, the
wizard automatically activates the macro you selected and adds it to your account.
Agents will be able to apply this macro from the <strong class="ph b">Apply macros</strong> menu.</p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_nqk_wqw_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_macro_done2.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Create another macro</strong> to continue adding more macros from the list or click
<strong class="ph b">Done</strong> to finish the wizard. </li>
<li class="li">You can update the macros you added anytime by opening them in Admin Center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884166554" target="_blank">Organizing and managing your macros</a>. </li>
</ol>
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