What is the primary function of a Macro in Zendesk Support?

The primary function of a Macro in Zendesk Support is to enable agents to update tickets with scripted responses. Macros are predefined responses that agents can use to quickly and efficiently reply to common inquiries or perform repetitive actions on tickets. This not only streamlines the support process but also ensures consistency in how responses are handled, improving overall ticket management. Macros save time for agents by allowing them to select a predefined response rather than crafting a message from scratch for each customer interaction.

Other options do not accurately represent the function of a Macro. While automating ticket creation is an essential aspect of Zendesk’s functionality, it is more aligned with triggers and automations rather than the specific task of macros. Similarly, tracking agent performance and generating reports on ticket status are functions provided by metrics and reporting tools within Zendesk, not by macros. Macros specifically address the need for quick and consistent responses in customer service interactions.