Zendesk Macros :: Best practices

Macros within Zendesk serve as pre-configured response templates designed to enhance workflow efficiency for all Zendesk support agents. Below are some best practices aimed at optimizing the effectiveness of macros: 

1. Systematically Organize Macros by Category:

Efficient macro management involves categorizing them based on inquiry types, alongside standard responses and procedures. Begin by establishing distinct macro categories. Consider a scenario where you're operating as a retail business with three order-related categories:

• New Order
• Change Order
• Cancel Order

Under "New Order," you may have FAQs such as:

• How do I create a new order?
• Checkout errors

For "Change Order," FAQs could include:

• Order inaccuracies
• Add items to my order

And under "Cancel Order," FAQs might encompass:

• Canceling an order

2. Macro Naming Structure Example:

Ensure macros have a consistent naming structure for easy identification. Structuring macros in the following way can enhance clarity:

• Order::New Order::How to create a new order?
• Order::New Order::Checkout error (Payment Provider 1)
• Order::New Order::Checkout error (Payment Provider 2)
• Order::New Order::Checkout error – Escalate to supplier
• Order::New Order::Checkout error – Supplier downtime [DATE]
• Order::Change Order::How to change an order? (B2C)
• Order::Change Order::How to change an order? (B2B)
• And so forth.

This naming convention organizes macros hierarchically, making it easy to navigate through specific categories and subcategories for efficient use.

3. Incorporate Multiple Actions in Macros:

A comprehensive macro, serving as a response template, should include or populate the following elements:

• Comment
• Comment mode
• Status
• Brand (if applicable)
• Forms
• Priority
• Group
• Assignee
• Inquiry category (if applicable)
• Resolution code (if applicable)

Additionally, consider incorporating other relevant elements into your macros such as:

• Side Conversation
• Followers
• Tags
• Type

This holistic approach ensures that your macros not only respond effectively but also cover various aspects of case management, streamlining the overall support workflow.

4. Respond to All Inquiries with Macros:

• Responding to every inquiry using a pre-defined macro not only saves time but also streamlines the process. Enhance efficiency by incorporating introductory sentences and essential information within the macro.
• It is advisable for everyone to have at least one macro for common greetings such as "hello" and "goodbye."
  

5. Utilize Placeholders for Retrieving Information from Tickets and Requesters:

This point is particularly crucial when referencing information or escalating the case externally.

• Incorporate placeholders to extract data from the case, case creator, or other pertinent sources. This proves especially advantageous when pinpointing specific details within the case or when external escalation is necessary.
• Examples of placeholders one can reference include Case ID, order number, email address, inquiry category, error message, and similar identifiers. 

6. Use Dynamic Content for Multilingual Support:

• Avoid creating separate macros for each language; instead, opt for dynamic content. This approach reduces the number of macros required.
• With dynamic content, the language dynamically adjusts based on the language specified in the case creator's profile. Create dynamic strings for each language and replace the text in your macros with the corresponding placeholders.