Settings (Macros)
Zendesk has many settings that we don't use but you are free to poke around with.
The most commonly accessed settings are Macros
Macros
Macros are created by us as "Agents" to respond quickly to common questions. These can be created to be used only by you, or for use by any agent.
By hovering over the left side of a macro title you can select it from the list. At that point there will be an option to "Deactivate" or move it on the list.
To add a new Macro ("Add Macro" button at the top left) you have option with the text and actions performed.
1. Name the macro something you will remember. We usually start with "General-", "Fundy Designer v6-" , or "Fundy Designer" for quick searching sake. You can use any organization method you prefer.
2. Description isn't really necessary if you write a descriptive name.
3. Availability of the macro can be for just you, or for everyone.
4. Actions are the most important part of a macro. "Comment/Description" is the most common action, which means it will apply the comment you write to the ticket when chosen. There is also a "Status" option to send the ticket to "Pending" or "Solved", or an "Assignee" option to automatically take the ticket when the macro is applied.
5. Cancel or Create the macro when you're done!
**You can also edit a macro at any time by just clickin on it! Make sure to "Save" changes if you do so.