Macros and quick replies in Zendesk and Intercom
Macros are the fastest way to reply in your help desk. Here's how they work in Zendesk and Intercom, and how to take them to the rest of your tools.
Zendesk and Intercom are two of the most popular support tools, and both include macros: saved replies you insert in one click that can also change the ticket status, assign it or tag it.
In this guide you'll see how to use them in each tool, what to include in them and what to do when you need the same replies in email, chat or your CRM.
Macros in Zendesk
- How to apply them: click Apply macro in the ticket's bottom toolbar and type to filter, or, in Agent Workspace, type
/in the comment. The ones you use most appear first. - What they can do: besides adding text, change the status, priority and other fields, assign the ticket, add or remove tags, add followers and attach files.
- Personal or shared: each agent can create personal macros; shared ones are created by admins for the whole team or specific groups.
- Customer data: they support placeholders like
{{ticket.requester.first_name}}to add the name automatically. - In messaging, macros are sent as plain text.
Macros in Intercom
- They used to be called "saved replies": Intercom renamed them macros when it added actions.
- How to insert them: from the macros icon in the composer, by typing
\or by typing#and a word from their name. - What they can do: assign the conversation, tag it, snooze it, close it, reopen it or change its priority, as well as inserting the text.
- Personalization: you can add customer data, like their name, and fill-in fields in the new inbox.
- Permissions: personal macros and editing macros depend on each agent's permissions.
How to write good macros
- One macro per situation, with a clear name: "Refund approved", not "Reply 3".
- Use the customer's name with each tool's placeholders.
- Leave room to personalize: one sentence the agent completes for the case.
- Add the actions that always go together, like tagging and changing the status.
- Review them every few months and delete the ones nobody uses. You'll find examples in our customer support templates.
The same replies in all your tools
Zendesk macros only work in Zendesk, and Intercom macros only in Intercom. But support doesn't always happen in one place: you also reply from email, internal chat, your CRM or social media.
With NexoPad you save your replies once and insert them with a shortcut in any text field in your browser, including inside Zendesk or Intercom. If a reply includes details that change, like the invoice number or the refund timeframe, NexoPad asks for them before inserting. And if you forget the shortcut, type // and search for it.
Frequently asked questions
What's better, my help desk's macros or NexoPad?
They complement each other. Zendesk or Intercom macros can change the ticket (status, tags, assignment); NexoPad gives you the same replies across all your tools, not just one.
Does NexoPad work inside Zendesk and Intercom?
Yes. It works in any text field in your browser, including the Zendesk and Intercom reply editors.
Can I share replies with my team?
Yes. With NexoPad Teams you share a template vault with roles, departments and approvals.
What if my team uses AI to reply?
Both tools have AI features depending on the plan. You can also use NexoPad's AI on any website; you'll find ideas in our AI prompts for customer support.
Published on October 11, 20267 min read
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