Macros, Tags & Workflow Design Managed End-to-End.Built for Growth.

A customer support workflow is the set of steps a ticket follows from the moment it arrives to the moment it is resolved: how it is tagged, who handles it, which reply or action is used, when it is escalated and how it is closed.

Macros are actions an agent applies manually, such as inserting a saved reply, adding tags or changing ticket status. Triggers run automatically when a ticket meets certain conditions, such as tagging a ticket that mentions “refund” or alerting a manager about an urgent request.

A Zendesk macro can add a saved reply, set tags, change status or priority, assign the ticket to a group or agent, and fill in customer or order details, all with one click.

Yes. We build workflow templates for common ecommerce situations such as order tracking, returns, refunds, damaged items, cancellations and complaints, and adapt them to your policies.

Yes. We review your current macros and tags, remove duplicates and outdated ones, rewrite unclear replies and set up a simple structure your team can keep tidy.

Yes. We handle Gorgias macros setup, Zendesk macros and triggers, and similar setups in Freshdesk and Richpanel. For a full platform setup, see our Zendesk & Gorgias Setup service.