Macros

A macro consists of one or more actions that modify the values of a ticket's fields. Macros are applied to tickets manually by agents. For example, you can create macros for support requests that agents can answer with a single, standard response. For more information, see Using macros to update and add comments to tickets.

JSON format

Macros are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
actions	array	false	true	Each action describes what the macro will do. See Actions reference
active	boolean	false	false	Useful for determining if the macro should be displayed
created_at	string	false	false	The time the macro was created
default	boolean	true	false	If true, the macro is a default macro
description	string	false	false	The description of the macro
id	integer	false	false	The ID automatically assigned when a macro is created
position	integer	false	false	The position of the macro
restriction	object	false	false	Access to this macro. A null value allows unrestricted access for all users in the account
title	string	false	true	The title of the macro
updated_at	string	false	false	The time of the last update of the macro
url	string	false	false	A URL to access the macro's details

Example

{
  "actions": [
    {
      "field": "status",
      "value": "solved"
    },
    {
      "field": "priority",
      "value": "normal"
    },
    {
      "field": "type",
      "value": "incident"
    },
    {
      "field": "assignee_id",
      "value": "current_user"
    },
    {
      "field": "group_id",
      "value": "current_groups"
    },
    {
      "field": "comment_value",
      "value": "Thanks for your request. This issue you reported is a known issue. For more information, please visit our forums. "
    }
  ],
  "active": true,
  "created_at": "2019-09-16T02:17:38Z",
  "default": false,
  "description": null,
  "id": 360111062754,
  "position": 9999,
  "restriction": null,
  "title": "Close and redirect to topics",
  "updated_at": "2019-09-16T02:17:38Z",
  "url": "https://subdomain.zendesk.com/api/v2/macros/360111062754.json"
}

List Macros

• GET /api/v2/macros

Lists all shared and personal macros available to the current user. For admins, the API returns all macros for the account, including the personal macros of agents and other admins.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

• Agents

Sideloads

The following sideloads are supported. The usage sideloads are only supported on the Support Professional or Suite Growth plan or above.

Name	Will sideload
app_installation	The app installation that requires each macro, if present
categories	The macro categories
permissions	The permissions for each macro
usage_1h	The number of times each macro has been used in the past hour
usage_24h	The number of times each macro has been used in the past day
usage_7d	The number of times each macro has been used in the past week
usage_30d	The number of times each macro has been used in the past thirty days

Parameters

Name	Type	In	Required	Description
access	string	Query	false	Filter macros by access. Possible values are "personal", "agents", "shared", or "account". The "agents" value returns all personal macros for the account's agents and is only available to admins.
active	boolean	Query	false	Filter by active macros if true or inactive macros if false
category	integer	Query	false	Filter macros by category
group_id	integer	Query	false	Filter macros by group
include	string	Query	false	A sideload to include in the response. See Sideloads
only_viewable	boolean	Query	false	If true, returns only macros that can be applied to tickets. If false, returns all macros the current user can manage. Default is false
sort_by	string	Query	false	Possible values are "alphabetical", "created_at", "updated_at", "usage_1h", "usage_24h", "usage_7d", or "usage_30d". Defaults to alphabetical
sort_order	string	Query	false	One of "asc" or "desc". Defaults to "asc" for alphabetical and position sort, "desc" for all others

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/macros.json \
  -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/macros?access=personal&active=true&category=25&group_id=25&include=usage_7d&only_viewable=false&sort_by=alphabetical&sort_order=asc"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/macros")
		.newBuilder()
		.addQueryParameter("access", "personal")
		.addQueryParameter("active", "true")
		.addQueryParameter("category", "25")
		.addQueryParameter("group_id", "25")
		.addQueryParameter("include", "usage_7d")
		.addQueryParameter("only_viewable", "false")
		.addQueryParameter("sort_by", "alphabetical")
		.addQueryParameter("sort_order", "asc");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/macros',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  params: {
    'access': 'personal',
    'active': 'true',
    'category': '25',
    'group_id': '25',
    'include': 'usage_7d',
    'only_viewable': 'false',
    'sort_by': 'alphabetical',
    'sort_order': 'asc',
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/macros?access=personal&active=true&category=25&group_id=25&include=usage_7d&only_viewable=false&sort_by=alphabetical&sort_order=asc"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/macros")
uri.query = URI.encode_www_form("access": "personal", "active": "true", "category": "25", "group_id": "25", "include": "usage_7d", "only_viewable": "false", "sort_by": "alphabetical", "sort_order": "asc")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "count": 2,
  "macros": [
    {
      "actions": [],
      "active": true,
      "description": "Sets the ticket status to `solved`",
      "id": 25,
      "position": 42,
      "restriction": {},
      "title": "Close and Save"
    },
    {
      "actions": [],
      "active": false,
      "description": "Adds a `priority` tag to the ticket",
      "id": 26,
      "restriction": {},
      "title": "Assign priority tag"
    }
  ],
  "next_page": null,
  "previous_page": null
}

List Active Macros

• GET /api/v2/macros/active

Lists all active shared and personal macros available to the current user.

Allowed For

• Agents

Sideloads

The following sideloads are supported. The usage sideloads are only supported on the Support Professional or Suite Growth plan or above.

Name	Will sideload
app_installation	The app installation that requires each macro, if present
categories	The macro categories
permissions	The permissions for each macro
usage_1h	The number of times each macro has been used in the past hour
usage_24h	The number of times each macro has been used in the past day
usage_7d	The number of times each macro has been used in the past week
usage_30d	The number of times each macro has been used in the past thirty days

Parameters

Name	Type	In	Required	Description
access	string	Query	false	Filter macros by access. Possible values are "personal", "agents", "shared", or "account". The "agents" value returns all personal macros for the account's agents and is only available to admins.
category	integer	Query	false	Filter macros by category
group_id	integer	Query	false	Filter macros by group
include	string	Query	false	A sideload to include in the response. See Sideloads
sort_by	string	Query	false	Possible values are "alphabetical", "created_at", "updated_at", "usage_1h", "usage_24h", "usage_7d", or "usage_30d". Defaults to alphabetical
sort_order	string	Query	false	One of "asc" or "desc". Defaults to "asc" for alphabetical and position sort, "desc" for all others

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/macros/active.json \
  -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/macros/active?access=personal&category=25&group_id=25&include=usage_7d&sort_by=alphabetical&sort_order=asc"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/macros/active")
		.newBuilder()
		.addQueryParameter("access", "personal")
		.addQueryParameter("category", "25")
		.addQueryParameter("group_id", "25")
		.addQueryParameter("include", "usage_7d")
		.addQueryParameter("sort_by", "alphabetical")
		.addQueryParameter("sort_order", "asc");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/macros/active',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  params: {
    'access': 'personal',
    'category': '25',
    'group_id': '25',
    'include': 'usage_7d',
    'sort_by': 'alphabetical',
    'sort_order': 'asc',
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/macros/active?access=personal&category=25&group_id=25&include=usage_7d&sort_by=alphabetical&sort_order=asc"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/macros/active")
uri.query = URI.encode_www_form("access": "personal", "category": "25", "group_id": "25", "include": "usage_7d", "sort_by": "alphabetical", "sort_order": "asc")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "count": 2,
  "macros": [
    {
      "actions": [],
      "active": true,
      "description": "Sets the ticket status to `solved`",
      "id": 25,
      "position": 42,
      "restriction": {},
      "title": "Close and Save"
    },
    {
      "actions": [],
      "active": false,
      "description": "Adds a `priority` tag to the ticket",
      "id": 26,
      "restriction": {},
      "title": "Assign priority tag"
    }
  ],
  "next_page": null,
  "previous_page": null
}

Show Macro

• GET /api/v2/macros/{macro_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
macro_id	integer	Path	true	The ID of the macro

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/macros/{macro_id}.json \
  -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/macros/25"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/macros/25")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/macros/25',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/macros/25"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/macros/25")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "macro": {
    "actions": [],
    "active": true,
    "description": "Sets the ticket status to `solved`",
    "id": 25,
    "position": 42,
    "restriction": {},
    "title": "Close and Save"
  }
}

Create Macro

• POST /api/v2/macros

Allowed For

• Agents

Request Parameters

The POST request takes one parameter, a macro object that lists the values to set when the macro is created.

Name	Description
actions	Required. An object describing what the macro will do. See Actions reference
active	Allowed values are true or false. Determines if the macro is displayed or not
attachments	An array of macro attachment IDs to be associated with the macro
description	The description of the macro
restriction	An object that describes who can access the macro. To give all agents access to the macro, omit this property
title	Required. The title of the macro

The restriction object has the following properties.

Name	Comment
type	Required. Allowed values are "Group" or "User"
id	The numeric ID of the group or user
ids	The numeric IDs of the groups

Example body

{
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "title": "Roger Wilco"
  }
}

Code Samples

curl

curl -u {email_address}/token:{api_token} https://{subdomain}.zendesk.com/api/v2/macros.json \
  -H "Content-Type: application/json" -X POST \
  -d '{"macro": {"title": "Roger Wilco", "actions": [{"field": "status", "value": "solved"}], "restriction": {"type": "User","id": "12345"}}}'

Go

import (
	"fmt"
	"io"
	"net/http"
	"strings"
)

func main() {
	url := "https://example.zendesk.com/api/v2/macros"
	method := "POST"
	payload := strings.NewReader(`{
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "title": "Roger Wilco"
  }
}`)
	req, err := http.NewRequest(method, url, payload)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/macros")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"macro\": {
    \"actions\": [
      {
        \"field\": \"status\",
        \"value\": \"solved\"
      }
    ],
    \"title\": \"Roger Wilco\"
  }
}""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("POST", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var data = JSON.stringify({
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "title": "Roger Wilco"
  }
});

var config = {
  method: 'POST',
  url: 'https://example.zendesk.com/api/v2/macros',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  data : data,
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
import json
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/macros"

payload = json.loads("""{
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "title": "Roger Wilco"
  }
}""")
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"POST",
	url,
	auth=auth,
	headers=headers,
	json=payload
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/macros")
request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")
request.body = %q({
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "title": "Roger Wilco"
  }
})
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "id": 25,
    "restriction": {},
    "title": "Roger Wilco"
  }
}

Update Macro

• PUT /api/v2/macros/{macro_id}

Allowed For

• Agents

Note

Updating an action updates the containing array, clearing the other actions. Include all your actions when updating any action.

Parameters

Name	Type	In	Required	Description
macro_id	integer	Path	true	The ID of the macro

Example body

{
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "title": "Sets the ticket status to `solved`"
  }
}

Code Samples

curl

curl -v -u {email_address}/token:{api_token} https://{subdomain}.zendesk.com/api/v2/macros/{macro_id}.json \
  -H "Content-Type: application/json" -X PUT -d '{"macro": {"title": "Sets the ticket status to `solved`"}}'

Go

import (
	"fmt"
	"io"
	"net/http"
	"strings"
)

func main() {
	url := "https://example.zendesk.com/api/v2/macros/25"
	method := "PUT"
	payload := strings.NewReader(`{
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "title": "Sets the ticket status to `solved`"
  }
}`)
	req, err := http.NewRequest(method, url, payload)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/macros/25")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"macro\": {
    \"actions\": [
      {
        \"field\": \"status\",
        \"value\": \"solved\"
      }
    ],
    \"title\": \"Sets the ticket status to `solved`\"
  }
}""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var data = JSON.stringify({
  "macro": {
    "actions": [
      {
        "field": "status",
        "value": "solved"
      }
    ],
    "title": "Sets the ticket status to `solved`"
  }
});

var config = {
  method: 'PUT',
  url: 'https://example.zendesk.com/api/v2/macros/25',