10 Zendesk Macros Every Small Business Should Create on Day One
Open any small business inbox and you will find the same handful of replies written over and over. Where is my order. Can we move Thursday's appointment. Did you get my refund request. Each answer only takes a few minutes, but those minutes add up, and the wording changes depending on who is typing and how busy the day is.
In Zendesk, the fix is a macro. A macro is a saved reply plus a set of ticket updates that an agent applies with one click. It can write the response, greet the customer by name, set the status, add a tag and assign the ticket, all at once. The agent still reads it over and clicks Submit, so nothing goes out on autopilot.
When we set up Zendesk for a new client, macros are one of the first things we build, usually before the team has handled a single real ticket. Below are the ten we recommend for almost every small business, with reply text you can copy and adapt, plus step-by-step instructions for creating them.
Why macros are worth setting up on day one
The obvious win is speed. The less obvious win is consistency. When three people answer the same question three different ways, customers notice, and so does your bookkeeper when one person promises a refund in 3 days and another says 10. A macro gives everyone the same starting point, written once by the person who knows the policy best.
Macros also keep your ticket data clean without anyone thinking about it. If the order status macro adds an order_status tag every time, you can later see how many order questions you get each week without asking anyone to remember to tag things.
How to create a macro in Zendesk
You need to be an admin (or an agent whose role allows managing shared macros) to create macros everyone can use. Any agent can create personal macros for themselves. Macros are included on all current Zendesk Support and Suite plans. If you are not set up yet, you can start a free Zendesk trial and follow along.
Here are the steps, based on Zendesk's own guide to creating macros:
In Admin Center, click Workspaces in the sidebar, then select Agent tools > Macros.
Click Create macro.
Enter a Macro name. Use a category prefix with two colons, for example Orders::Order status. Zendesk groups macros by everything before the colons, which keeps the list tidy as it grows.
Add a short Description so your team knows when to use it, for example "Customer asks where their order or job is."
Under Available for, choose All agents. (Choosing Agents in group needs a Suite Growth or Support Professional plan or higher. Me only makes it a personal macro.)
Click Add action and choose Comment/description. Paste your reply text into the editor.
Click Add action again for each ticket change you want, such as setting the status, adding tags or changing the assignee.
Click Create.
Check it before your team uses it. Open a test ticket (email your support address from a personal account), click Apply macro in the bottom toolbar, and type the first few letters of the macro name. Click the eye icon to preview what it will change, then apply it. Read the inserted reply, confirm the customer's name came through, and only then click Submit. Zendesk's guide to using macros on tickets covers the details, including the shortcut of typing a forward slash (/) in the reply box to pick a macro without leaving the keyboard.
Personalize replies with placeholders
Placeholders are short codes that Zendesk swaps for real ticket data when the macro is applied. The three we use most:
{{ticket.requester.first_name}} becomes the customer's first name.
{{current_user.first_name}} becomes the first name of the agent applying the macro.
{{ticket.id}} becomes the ticket number.
The full list is in Zendesk's placeholders reference. One tip: always test a macro on a ticket from someone whose name is set in Zendesk. If a customer's profile only has an email address, the name placeholder can come out looking odd, which is one more reason to preview before you submit.
The 10 macros we recommend
Each one below has a suggested name, what it does, and reply text to adapt. Swap in your own policies, timeframes and tone. Square brackets mark the parts the agent fills in before sending.
1. Order or job status
Macro name: Orders::Order status
Answers the most common question most businesses get. Actions: reply text, status set to Pending, tag order_status.
Hi {{ticket.requester.first_name}}, Thanks for checking in. Your [order / job] is currently [status], and we expect it to [ship / be completed] by [date]. [Tracking link if you have one.] If anything changes, we'll let you know right away. You can reply to this email any time with questions. {{current_user.first_name}}
2. Reschedule request
Macro name: Scheduling::Reschedule request
For service businesses where appointments move all the time. Actions: reply text, status set to Pending, tag reschedule.
Hi {{ticket.requester.first_name}}, No problem at all, we can move your appointment. We have openings on [day/time option 1] and [day/time option 2]. Just reply with the one that works best and we'll lock it in. If neither of those fits, let us know a few times that do and we'll find something. {{current_user.first_name}}
3. Refund received
Macro name: Billing::Refund received
Confirms you have the request and sets clear expectations, so the customer doesn't email again tomorrow. Actions: reply text, status set to Pending, tag refund.
Hi {{ticket.requester.first_name}}, We've received your refund request for [order / invoice number]. We'll review it and get back to you within [X business days]. Once a refund is approved, it usually takes [X to Y business days] to show up, depending on your bank. {{current_user.first_name}}
4. Need more information
Macro name: General::Need more info
For tickets that can't be answered yet. Setting the status to Pending tells your team the ball is in the customer's court. Actions: reply text, status set to Pending, tag need_info.
Hi {{ticket.requester.first_name}}, Thanks for reaching out. So we can help you properly, could you send us [the order number / your service address / a photo of the issue]? As soon as we have that, we'll pick this right back up. {{current_user.first_name}}
5. Follow-up: still need help?
Macro name: General::Follow-up
For tickets that have gone quiet. Use it before closing anything out. Actions: reply text, status set to Pending.
Hi {{ticket.requester.first_name}}, We wanted to check in on this. Were you able to get everything sorted out, or is there anything else we can help with? If we don't hear back, we'll assume you're all set, but you can reply to this email any time and it will come straight to us. {{current_user.first_name}}
6. Pricing and quotes
Macro name: Sales::Pricing and quote
Gives a consistent first answer to pricing questions and asks for what you need to quote. Actions: reply text, status set to Pending, tag pricing.
Hi {{ticket.requester.first_name}}, Thanks for your interest. Our [service] typically starts at [price or range], depending on [what affects the price]. To give you an exact quote, could you tell us [details you need]? Once we have that, we'll send a quote within [timeframe]. {{current_user.first_name}}
7. Business hours and holidays
Macro name: General::Hours and holidays
Handy all year, and especially in December. Update the text once and everyone sends the right dates. Actions: reply text, status set to Solved.
Hi {{ticket.requester.first_name}}, Our team is available [days] from [time] to [time]. Over the holidays we'll be closed from [date] to [date], and we'll reply to every message in order when we're back. If it's urgent, [what to do instead, e.g. call our emergency line]. {{current_user.first_name}}
8. Passing to a teammate
Macro name: Internal::Handoff to teammate
For when someone else needs to take over, like when you're heading on vacation. It adds a private note and moves the ticket, so the customer doesn't get a confusing message. Actions: internal note (set the comment to private), change assignee or group.
Handing this over. Summary: [what the customer needs]. Done so far: [what you've tried or promised]. Next step: [what needs to happen and by when].
9. Complaint: we're on it
Macro name: Complaints::Acknowledge
An unhappy customer mostly wants to know someone is paying attention. This buys you time to look into it properly. Actions: reply text, priority set to High, tag complaint.
Hi {{ticket.requester.first_name}}, Thank you for telling us about this, and we're sorry it happened. We're looking into it now and will get back to you by [time/day] with an update. Your ticket number is {{ticket.id}} if you need to reference it. {{current_user.first_name}}
10. Closing the ticket
Macro name: General::Close ticket
A friendly wrap-up that confirms the issue is resolved. Actions: reply text, status set to Solved.
Hi {{ticket.requester.first_name}}, Glad we could get this sorted for you. We'll mark this as resolved, but if anything else comes up, just reply to this email and it will reopen. Thanks for choosing [business name]. {{current_user.first_name}}
Common mistakes to avoid
Writing macros nobody can find. Without a naming pattern, a list of 30 macros becomes a guessing game. Pick a few categories (Orders, Scheduling, Billing, General) and stick to them.
Sending without reading. Macros are a starting point. The [bracketed parts] are there on purpose, and a reply that still says "[date]" is worse than no macro at all.
Setting every macro to Solved. If you need something from the customer, use Pending. Solved tickets drop out of your team's views, so it's easy to forget one that wasn't really finished.
Too many, too soon. Start with the ten above. Once your team has been using Zendesk for a month, look for replies people still type by hand and turn those into macros.
Never cleaning up. Prices, hours and policies change. Put a reminder in your calendar every quarter to review your macros. On Suite Growth or Support Professional and up, you can sort the macro list by usage and deactivate ones nobody uses. Zendesk explains how in organizing and managing your macros.
Start small, then keep improving
You don't need a perfect library on day one. Even three or four well-written macros will save your team time in the first week and make your replies more consistent. Write them in your own voice, test each one on a real ticket, and adjust the wording when customers keep asking the same follow-up question. That usually means the macro is missing something.
Want help setting up your Zendesk macros?
Our Small Business Launch Bundle sets up a basic Wix website and a Zendesk help desk for you, with your support email and a Help Center ready to go, so you can start building macros on a system that already works. You get a working setup from day one, without spending your evenings in Admin Center.
Have a question about macros or your own Zendesk setup? We're happy to help.
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