What are macros in Zendesk used for?

Macros in Zendesk are primarily used to provide pre-defined responses for common inquiries, allowing customer service agents to respond quickly and consistently to frequently asked questions or repetitive tasks. This feature streamlines the support process, reduces response times, and maintains a high level of service quality. By using macros, agents can save time on drafting responses from scratch, ensuring that they can focus on more complex customer issues.

Creating ticket templates, defining user permissions, and tracking user activity all serve distinct purposes within the Zendesk ecosystem but do not directly relate to the functionality of macros. For instance, ticket templates might be involved in the initial setup of tickets, while user permissions ensure appropriate access levels for different team members, and tracking user activity pertains to monitoring interactions and engagement metrics, unrelated to the quick response capabilities that macros provide.