What is the role of macros in Zendesk?

Macros in Zendesk serve as a powerful tool for automating predefined responses and actions on tickets. They allow agents to handle common inquiries and tasks efficiently by applying a set of pre-written responses or actions in a single click. This not only saves time for customer support agents but also ensures consistency in communication with customers.

By using macros, support teams can quickly provide answers to frequently asked questions, apply specific tags, or change ticket statuses without needing to write responses from scratch each time. This improves productivity and helps maintain a high level of service quality, as agents can respond faster while delivering accurate and relevant information to customers.

Other options do not accurately capture the primary purpose of macros in Zendesk, which is to streamline and automate routine interactions rather than managing ticket statuses directly, creating new tickets, or analyzing customer data.