A macro can combine any number of actions: send a canned reply, update ticket status, change priority, add tags, assign to an agent or team, add a comment, and more. All actions execute in sequence when the macro is triggered by the agent.
Workflows fire automatically without agent input. Macros are agent-initiated actions for situations where human judgement is needed before applying a set of actions. For instance, agents manually apply a ‘Refund Approved’ macro after reviewing the case, rather than having it trigger automatically.
Macros are created in Zoho Desk settings and can be made available to specific agents, teams, or all agents. Administrators control access. Agents can also create personal macros for their own use.
A macro is a saved set of actions that an agent triggers manually on a ticket. It combines multiple steps, such as sending a reply, updating status, and adding tags, into one click, reducing repetitive manual work.
Workflows fire automatically when conditions are met. Macros are triggered manually by agents when they decide to apply a specific set of actions. Macros give agents control; workflows run in the background without intervention.
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