How to export macros in Zendesk for better workflow management

You know those handy Zendesk macros? They're basically your superpower for tackling common support questions fast. Think of them as smart shortcuts that save you from typing the same answers over and over or manually clicking through ticket fields. They're a big help for keeping your support team running smoothly, especially as more and more tickets come in.

But here's something that happens: as your team scales and builds an extensive library of macros, you might find it helpful to view your automation library in a broader format. Having a bird's-eye view of your data outside the main interface makes it easy to quickly see exactly what a macro does or compare a few side-by-side to ensure your messaging is perfect.

This is why getting your Zendesk macro data out of Zendesk is so useful. Having this information elsewhere lets you really look at them, figure out what's working, clean things up, and keep them organized. While Zendesk provides various professional-grade ways to access this data, finding the right method for your workflow can help you tidy up your current macros and even show you where you could use more advanced automation, maybe even with AI.

Why getting your Zendesk macros out is a good idea

Having your macro details outside of Zendesk gives you a fresh look at how you're automating support. It's kind of like stepping back from a painting to see the whole picture instead of just focusing on one brushstroke.

Exporting makes it easy to:

• See all your macros next to each other quickly.

• Spot duplicates or find responses that are old news.

• Notice if things are being handled differently when they should be similar.

• See which macros your team uses the most (or the least!).

• Find macros that might not be doing their job or patterns that show you ways to make your processes better.

• Have a smart local copy just in case – they're valuable!

• Share macro details with teammates or use the list when you're bringing new agents up to speed.

• Plan effectively if you're ever thinking about further optimizing how your support works.

So, while macros are great for saving time right now, managing them well outside the standard view is important for growing your support efficiently.

What you'll need to export Zendesk macros

Ready to grab your macros? Here’s a quick list of what you might need, depending on how you decide to do it:

• Access to a Zendesk account: This is essential.

• Appropriate Zendesk permissions: Depending on the method, you might need to be an Admin or sometimes just a regular Agent is fine.

• Technical comfort or a third-party tool: If you're going for a more technical approach, knowing a bit about APIs or scripting can be helpful, or you'll need to be okay with using a tool built by someone else.

• API access/token (for the API method): For the API method, you might need API access turned on and possibly an API token or your Zendesk login details to prove who you are.

Ways to export Zendesk macros

It's good to know upfront that Zendesk is designed to be a highly customizable platform, offering deep API access and a robust marketplace to handle data exports. The main ways to get this data out involve either using their technical access point (the API) or using apps that other developers have built, which use that API access for you.

We can illustrate these two main paths with a simple diagram.

Method 1: using the Zendesk API

The Zendesk API is the official way developers can build things that talk to your Zendesk data, and yes, that includes your macros. There's a specific spot in the API just for getting macro information.

Here are the steps involved in using the API for macro export:

1. Identify the API endpoint: The specific address you'll use is /api/v2/macros.json. You can find all the nitty-gritty details about it in the official Zendesk API documentation. This address lets you pull both macros everyone can use and the ones that are just for you.

2. Send a request with authentication: You send a request to this web address, usually telling it who you are (like with your Zendesk login or a special API token), and Zendesk sends back the macro data. If you're an Admin, you can see any macro on the account, no matter who made it.

3. Receive JSON data: The data usually comes back in a structured format called JSON.

4. Convert JSON to CSV: Turning this JSON data into something easier to work with, like a spreadsheet file (CSV), often means you need a little script or program (maybe something written in Python, which is a common choice) to read the JSON and convert it. The API also lets you add options, like saying how many macros you want to get back in each request (per_page), which is handy if you have hundreds or thousands of them.

Method 2: using apps built by others

Since using the API directly requires a bit of technical know-how, other developers have created applications specifically to make the macro export process much simpler. These apps handle all the tricky API communication for you and give you a much friendlier experience within the Zendesk ecosystem.

Here are the general steps for using a third-party app:

1. Find and install an app: A good example is an app like Swifteq's Macro Export app, which you can find on the Zendesk Marketplace. Install the app right from the Marketplace.

2. Grant permissions: These kinds of apps connect to your Zendesk account securely using that same API we just talked about. You'll need to give it permission to access your macro data (which is done securely).

3. Click export: Click a button inside the app to start the export process.

4. Download/receive data: You'll typically get the exported data, often nicely organized in a CSV file, either by downloading it directly or having it sent to your email.

The big win here is you don't need to touch any code; the app does all the heavy lifting and gives you the data ready to go in a format like CSV. Some apps, like Swifteq's, are even available for free!

What kind of data you get when you export macros

Once you've successfully exported your macros, whether you used the API or a helpful third-party tool, you'll end up with a file that has detailed info about each macro. This isn't just a simple list of names; it includes all the important stuff that makes each macro tick.

Typically, the export will include these key data fields:

Macro title	The name of the macro.	"Refund Request"
Description	A brief explanation of what the macro is for.	"Standard response for refund inquiries."
Actions	A list of the specific steps the macro performs on a ticket.	Change Status: Solved, Add Tag: refund, Add Comment: [Pre-written text]
Dynamic content	Indicates if the macro uses dynamic content placeholders.	Yes / No
Created at	Timestamp when the macro was originally created.	2023-10-27T10:00:00Z
Updated at	Timestamp when the macro was last modified.	2026-01-15T14:30:00Z
Availability	Defines who can use the macro (e.g., Shared, Personal, Group).	Shared

Putting your exported macro data to work

Okay, awesome! You've got your Zendesk macros exported. Now what? Having this data in a spreadsheet or file opens up a ton of cool ways to make your support operations even better.

You can use your exported macro data to:

• Easily spot efficiencies by sorting through your list.

• Find macros that do pretty much the same thing or see which ones could be refreshed for better performance.

• Make sure everyone on your team is saying the same things by comparing the words and steps in different macros to keep your brand's voice consistent.

• Create a super valuable tool when training new agents, helping them quickly figure out all the shortcuts and standard answers available.

• Understand how your team commonly handles different types of tickets by looking closely at the actions within your macros, pointing out areas where you could make workflows smoother.

• Identify repetitive tasks that could be handled even more efficiently with smarter automation tools, like AI.

Optimizing your Zendesk macro export process

While getting your Zendesk macros exported is super helpful, keep these considerations in mind to ensure the best results:

• Choosing your method: Zendesk prioritizes flexibility, so you can choose between the technical control of the API or the convenience of a Marketplace app.

• API configuration: If you go the API route, ensure you have the correct authentication tokens ready to go.

• Selecting the right app: When using third-party apps, check the Zendesk Marketplace reviews to find the one that best suits your team's specific requirements.

• Export granularity: Use the export to gain the full granularity you need for deep analysis, complementing the native filters found in the Zendesk interface.

Taking your support to the next level with AI and Zendesk (beyond macros)

Exporting and managing your macros is a great first step toward making your current automation better, but AI can really push your support efficiency way, way further. Zendesk's own AI capabilities, including those from Ultimate.ai (a Zendesk company), offer world-class multilingual support and robust automation. While macros are limited to doing actions you've set up beforehand, modern AI can understand context, create personalized responses, and handle much more complicated tasks.

In addition to Zendesk’s powerful native AI, you might also consider eesel AI. It's a smart AI support agent platform designed to work smoothly within the Zendesk ecosystem, giving you complementary capabilities that work alongside your macros. eesel AI helps with the main things you want from good macro management – making things faster and keeping things consistent – but with the ability to grow with you.

Here's how AI solutions enhance your traditional macros:

• Intelligent ticket resolution: Automating basic (Tier 1) tickets by giving personalized answers that understand the context, which is much more flexible than static macro text.

• Advanced triage & actions: Automatically sorting, tagging, and prioritizing tickets based on their content and customer sentiment.

• Train on multiple sources: You can teach these AI tools using your own information, including your past Zendesk tickets, help articles, and internal guides. This leads to automation that's much smarter than macros alone.

• Cost-effective scaling: Many AI tools offer clear pricing models, providing a straightforward way to scale your support capacity without significantly increasing overhead.

• Easy setup & testing: Modern integrations are designed for quick setup, allowing you to see how the AI would respond before you make it live.

Make your Zendesk workflows smoother and smarter

Exporting your Zendesk macros is a smart move for understanding and improving how you automate support. Whether you go the technical route with the API or take the simpler path with a third-party app, having visibility into your macros helps you clean things up, analyze performance, and keep your workflows efficient and organized.

But once you’ve got a handle on your macros, why stop there? Tools like eesel AI can take things further by adding intelligent automation on top of your existing processes. By connecting with Zendesk, eesel AI helps reduce ticket volume, draft smarter replies, and give your team more time to focus on what really needs a human touch.

Ready to see it in action?

Start your free trial of eesel AI and bring even more intelligence into your support workflow.