On March 18, 2025, the Zendesk team hosted our third webinar in the Zendesk essentials: Live tutorials series, titled "Building your ideal Zendesk account - Part 3: Creating templates for repetitive tickets." This session focused on how to customize agent interactions and streamline workflows to improve overall customer experience.

Highlights include:

Customizing your interactions: Attendees learned how pre-written responses for frequently asked questions can save time on repetitive tasks, allowing agents to handle more tickets efficiently and focus on complex issues.

Enabling your team: We discussed the importance of streamlined workflows and well-designed macros for repetitive inquiries, which help reduce error rates and empower the team to work more confidently and collaboratively.

Building customer trust: The session emphasized the significance of uniform messaging and consistency in your brand’s voice, which can enhance customer trust and satisfaction as customers receive high-quality service regardless of the agent they interact with.

After attending the session, attendees gained a better understanding of:

• Crafting their own macros
• Creating shared macros
• Organizing macros

Each topic was accompanied by live demonstrations, providing practical knowledge on implementing these features in their Zendesk accounts.

Top questions and relevant resources:

Can you use coding and placeholders in macros?

Yes, macros support both rich text formatting and placeholders.

• Using Liquid markup case statements to support dynamic messages in automations, macros, and triggers
• Placeholder reference for business rules

Is there a way to report on macro usage?

• Explore recipe: Reporting on macros using tags

When updating the rich text of a macro, does it automatically update the plain text version?

Updating the rich text version will not automatically update the plain text version. However, if you update the rich text, then uncheck the plain text checkbox, and then re-enable it, the plain text will update.

For those who missed the webinar, we’ve included links to useful resources that will help you further explore the topics discussed:

Webinar resources

• [Webinar recording] Building your ideal Zendesk account - Part 3: Creating templates for repetitive tickets
• [Presentation deck] Building your ideal Zendesk account - Part 3: Creating templates for repetitive tickets
• Zendesk essentials: Live tutorials series page

Useful resources

• Creating macros for repetitive ticket responses and actions
• Organizing and managing your macros
• Using placeholders in macros
• Macros resources

Hope to see you at our next session on April 1st: Building your ideal Zendesk account - Prioritizing and tracking tickets with custom views