🟩 1. What Are Macros in Zoho Desk?

Macros are one‑click action bundles that let agents perform multiple ticket updates instantly.

A Macro can:

• Send a reply

• Add a private note

• Update ticket fields

• Add tags

• Change status

• Assign ticket

• Apply templates

Macros = Speed + Consistency + Zero repetitive work.

🟩 2. Why Use Macros?

• Reduce repetitive typing

• Save time on common tasks

• Maintain consistent responses

• Improve agent productivity

• Perfect for high‑volume support teams

• Works beautifully with your existing workflows

🟩 3. Where Macros Are Used

You can run macros on:

• Individual tickets

• Multiple tickets (bulk actions)

• Automation workflows

• Department‑specific processes

🟩 4. How to Create a Macro (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon in Zoho Desk.

Step 2: Select “Macros”

Under Automation.

Step 3: Click “+ New Macro”

Choose the department where the macro will be available.

Step 4: Add Macro Actions

You can add any combination of:

• Send Email (use templates)

• Add Note

• Update Fields (priority, status, classification, tags)

• Assign Ticket

• Add Followers

Step 5: Name the Macro

Use clear names like:

• “Warranty – Initial Reply”

• “Service Visit Scheduled”

• “Order Issue – Acknowledgement”

Step 6: Save Macro

It becomes available instantly.

🟩 5. How to Use a Macro on a Ticket

Step 1: Open any ticket

Step 2: Click Run Macro (usually in the right panel)

Step 3: Select the macro

Step 4: Review actions

Step 5: Confirm

All actions run instantly.

🟩 6. How to Use Macros in Bulk

Step 1: Go to Tickets

Step 2: Select multiple tickets

Step 3: Click Run Macro

Step 4: Choose macro

Step 5: Apply

Perfect for:

• Sending mass updates

• Tagging multiple tickets

• Changing statuses

• Assigning to teams

🟩 7. Recommended Macros for Kanchan Electronics

1. Warranty Acknowledgement Macro

• Send template: “Warranty ticket received”

• Add tag: warranty

• Set status: Open

• Assign to Warranty Team

2. Service Visit Scheduled Macro

• Send appointment confirmation

• Add tag: service‑visit

• Set status: Waiting for Technician

3. Order Issue Acknowledgement Macro

• Send template: “Order issue received”

• Add tag: order‑issue

• Assign to E‑commerce Team

4. Installation Request Macro

• Send installation instructions

• Add tag: installation

• Set priority: Medium

🟩 8. Best Practices

• Keep macros simple

• Use templates for replies

• Avoid too many macros

• Group macros by department

• Review macros every 3 months

• Train agents to use macros daily

🟩 FAQs

Q1. Can macros run automatically? No, macros must be triggered manually (unlike automation rules).

Q2. Can macros be department‑specific? Yes, each department can have its own set.

Q3. Can macros update multiple fields at once? Yes, that’s the main purpose of macros.