Zendesk Macro Library for Common Support Replies
Create reusable replies that sound human and stay accurate.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Write a library of Zendesk macros. Common ticket types: [TICKET_TYPES]. Our tone: [TONE]. Facts that stay the same (policies, hours, prices, links): [FACTS]. Languages: [LANGUAGES]. Write at least six complete macros for the ticket types I listed plus three general ones (needing more information, a delay, closing a ticket), each as a pasteable block: a name in the pattern 'Billing - Refund request', reply text under 120 words with placeholders (answer first, then steps, then an offer of further help; for example 'Hello [name], thank you for getting in touch. I can see your order [order number]...'), the actions it sets (tag, status, priority, assignee) in words, and a short note on when not to use it. Add a version for sensitive cases that asks for verification before sharing details. Macros must be edited before sending, never sent blind, and must not promise outcomes. Check for each: facts correct, tone matches, no promise we cannot keep, no personal data revealed. Folder structure and who may edit macros [VERIFY]; quarterly fact review; monthly team review retiring unused macros and proposing new ones from real tickets.
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Replace each bracketed placeholder with your own details, then paste into Any AI or another assistant.
See an example result (fictional data)
Macro: Billing - Refund request. Text: 'Hello [name], thank you for getting in touch. I can see your order [order number] was placed on [date]. Refunds are available within 30 days of purchase, and yours is within that window. I have started the refund of [amount]; it usually appears in 5 to 7 working days. If it has not arrived by then, reply to this message and I will look into it. Kind regards, [agent].' Actions: set tag refund, status Pending, priority Normal. When not to use: orders older than 30 days or with a delivery dispute; use the escalation macro.
Illustrative only, made-up data. Your results will differ and must be reviewed.