How It’s Done
What are macros used for?
Macros are primarily used to insert templated language into your reply that helps to address common issues. Macros have a prepared set of actions associated with them (and will also set the appropriate ticket status automatically), which prevents us from having to make some changes manually.
How often do you want to use macros?
Whenever you’d like! Macros are here to help and can be used when they apply to the situation.
Is it possible to search for a macro within the Zendesk ticket you are working on?
Yes, when you go to apply a macro through the “Apply Macro”menu, you can search specific terms to bring up the most relevant macros.
A member emails in and asks to change their email address. What macro can you use?
Change Email Address [cea]
What is the icon you can click on to preview the macro before selecting it?
You can also click on the eyeball next to the name of the macro to get a full preview of the macro
True or False: You don't always need to use the Task Summary macro after a phone call or when sending out an email.
False, you need to ALWAYS use the Task Summary macro as an internal note. This helps leave relevant information on the ticket about the call/issue.
What is the title of the Etsy KB with all known macros?
Full Macro List
A seller calls in and wants to close their shop but still have a balance that needs to be paid. What macro would you use here?
Close Shop Request [bi csr]
True or false: you can send a macro without having to edit the populated text.
False. You’ll want to be sure to edit the Macro language with any necessary manual changes, before submitting the ticket. Some Macros have space fillers
A member received a password reset email that they didn’t ask for, which macro would you want to use to escalate the ticket?
Escalate to Risk Ops > Account Security
True or false: You can find the macros you need at the bottom of some KBs.
True! If you need a specific macro to escalate or use when answering a member’s question, you can find it at the bottom of most articles.
Who do you escalate to when a member wants to change their shop language?
International T3 (Escalate > To International T3)
If you mistakenly, select the incorrect macro, can you just delete the text and choose the correct one or do you have to close the ticket tab and open it once more?
If you selected a macro by mistake, simply removing the text will not remove other changes made to the ticket (such as status change, tracking tags, etc.). You will need to close the ticket tab to discard changes made to the ticket. Then, open the ticket again to start over and select the correct macro.
True or False: You need to use a macro every time you escalate a ticket.
False, you only need to use a macro when escalating to a group within APOLLO or when prompted to by a KB.
Name all of the locations that macros can be found.
Within the dropdown macro menu within the Zendesk
From the Full Macro List KB article.
The bottom from related articles.
*Bonus* Escalation macros found in Escalation and Reassignment KB article.
When a member has concerns about animal rights or animal products who should you escalate the ticket to?
Marketplace Integrity T2 (Escalate > To Integrity Macro)