{"id":4265,"date":"2026-05-29T21:19:42","date_gmt":"2026-05-29T21:19:42","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4265"},"modified":"2026-05-29T21:19:42","modified_gmt":"2026-05-29T21:19:42","slug":"macro-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/macro-zoho-desk\/","title":{"rendered":"Macro"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">A macro in Zoho Desk is a saved set of actions that an agent can apply to a ticket manually with a single click. Macros combine multiple steps like sending a reply, updating a field, and adding a tag into one reusable action.<\/div>\n<div class=\"gt-section\">\n<h2>What Macros Can Do<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>When to Use Macros vs Workflows<\/h2>\n<p>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 &#8216;Refund Approved&#8217; macro after reviewing the case, rather than having it trigger automatically.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Creating and Sharing Macros<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A customer support agent at a subscription box company applies the &#8216;Send Replacement&#8217; macro to a damaged product ticket. The macro sends a canned reply to the customer, adds the &#8216;Replacement&#8217; tag, changes status to &#8216;Processing&#8217;, and adds an internal note to the fulfilment team in one click.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/one-click-macro-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">One-Click Macro<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/canned-response-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Canned Response<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/workflow-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Workflow (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/workflow-action-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Workflow Action (Desk)<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is a Macro in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is the difference between a Macro and a Workflow in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>A macro in Zoho Desk is an agent-triggered set of actions applied to a ticket in one click, combining replies, field updates, and tags into a reusable shor<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Macro | Zoho Desk Glossary","seo_description":"A macro in Zoho Desk is an agent-triggered set of actions applied to a ticket in one click, combining replies, field updates, and tags into a reusable shor","seo_keyword":"macro zoho desk","seo_faqs":"[{\"q\": \"What is a Macro in Zoho Desk?\", \"a\": \"A macro is a saved set of actions that an agent triggers manually on a ticket. 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