How to use Zendesk macro set type: Complete 2026 guide

If you're managing a busy Zendesk help desk, you know that organizing tickets efficiently can make or break your team's productivity. One of the most useful but often underutilized features in Zendesk macros is the "set type" action. This simple action lets you automatically categorize tickets as Questions, Incidents, Problems, or Tasks, saving your agents time and keeping your support queue organized.

In this guide, we'll walk through exactly how the Zendesk macro set type action works, when to use each ticket type, and how to set it up step by step. Whether you're new to Zendesk or looking to optimize your existing macros, you'll find practical examples you can implement right away. For related automation tips, check out our guide on how to set custom fields with Zendesk macros.

What the Zendesk macro set type action does

The Type field in Zendesk tickets is more than just a label. It determines how tickets are categorized in reports, how they appear in views, and how your team prioritizes work. When you use a macro to set the ticket type, you're essentially creating a one-click way to reclassify tickets based on your workflow needs.

Zendesk offers four ticket types, each designed for specific scenarios:

Question is the default type for most customer inquiries. Use this for general support requests where a customer needs information or assistance with something that doesn't indicate a broader issue.

Incident indicates that multiple customers are experiencing the same problem. When you mark a ticket as an Incident, it typically links to a master Problem ticket (though this linking has some limitations we'll cover later).

Problem represents a root cause issue that may be generating multiple Incidents. This is useful when you discover a bug or system issue affecting multiple customers. The Problem ticket tracks the underlying issue while linked Incidents track individual customer reports.

Task is designed for internal tracking items that aren't customer-facing issues. Support teams use Tasks for follow-up items, internal requests, or any work that needs to be tracked but doesn't represent a customer support interaction.

Understanding when to use each type helps your team generate more accurate reports. For example, if you're tracking how many actual bugs your team handles versus general questions, consistent type classification makes those metrics meaningful.

Step-by-step: Setting up the type action in macros

Let's walk through creating a macro that uses the set type action. For this example, we'll create a macro that converts a Question ticket to a Problem ticket when an agent discovers a systemic issue.

Step 1: Access the Macros page in Admin Center

Navigate to Admin Center > Workspaces > Agent tools > Macros to view your existing macros or create new ones. You'll need administrator permissions to create shared macros that all agents can use. If you don't see the Macros option, check that your role has the appropriate permissions.

Step 2: Create or edit a macro

Click Add macro to create a new one, or select an existing macro to modify. Give your macro a clear, descriptive name that tells agents exactly what it does. Something like "Escalate to Problem Ticket" or "Type::Problem::Systemic Issue" works well. The double colon syntax creates categories that make macros easier to find (more on that later).

Add a description explaining when agents should use this macro. This context is invaluable when you're troubleshooting six months later or training new team members.

Step 3: Add the set type action

Under the Actions section, click Add action. You'll see a dropdown menu of all available macro actions. Scroll down and select Type from the list. This is where you configure what the macro will actually do to the ticket.

Step 4: Select the ticket type

Once you've added the Type action, a second dropdown appears letting you choose which type to set. Select from:

• Question
• Incident
• Problem
• Task

You can combine this action with others. For example, you might set the type to Problem, change the priority to High, and assign it to your engineering team all in one macro.

Step 5: Save and test

Click Create to save your macro. Now test it on a sample ticket to verify everything works as expected. Open a test ticket, apply your macro from the macro menu, and confirm the ticket type changes correctly. Check that any other actions in your macro (like priority changes or comments) also execute properly.

If something doesn't work, double-check that the macro is active and that the agent applying it has permission to edit the ticket type field.

Common use cases for set type macros

Now that you know how to create these macros, let's look at some practical scenarios where they shine.

Use case 1: Converting questions to problems

An agent is handling what seems like a routine Question about a feature not working. After some troubleshooting, they realize this isn't user error. It's a bug affecting multiple customers. Instead of manually changing fields, the agent applies a macro that:

• Sets the type to Problem
• Changes priority to High
• Adds an internal note flagging for engineering
• Assigns to the bug triage team

This ensures consistent handling of newly discovered issues and saves the agent several clicks.

Use case 2: Creating incident tickets from problems

When you have an active Problem ticket tracking a known issue, new customer reports about the same problem should be classified as Incidents. Create a macro that:

• Sets the type to Incident
• Links to the master Problem ticket (note: this linking step must be done manually or through other automation)
• Adds a standard response acknowledging the known issue
• Sets appropriate expectations for resolution

This keeps your Problem ticket clean with technical updates while Incident tickets handle individual customer communication.

Use case 3: Task tracking for follow-ups

Sometimes agents need to create internal follow-up items that aren't customer-facing tickets. A macro can convert a support ticket into a Task for:

• Following up with a vendor
• Scheduling maintenance windows
• Tracking internal documentation updates
• Coordinating with other departments

This keeps internal work visible in your Zendesk instance without cluttering customer-facing queues.

Use case 4: Escalation workflows

Combine the set type action with other macro actions for complete escalation handling. For example, an escalation macro might:

• Set type to Problem
• Change priority to Urgent
• Reassign to senior support team
• Add tags for tracking
• Post an internal comment documenting the escalation reason

This ensures nothing gets missed during high-stress escalation moments.

Limitations and workarounds

While the set type action is powerful, there are some limitations you should know about.

Cannot link Incident to Problem tickets via macro. This is a significant limitation. While you can set a ticket's type to Incident using a macro, you cannot automatically link it to an existing Problem ticket. That linking step requires manual action or custom API work.

Cannot set task due dates. The Task type has a due date field that's useful for tracking deadlines, but macros cannot populate this field. You'll need to set due dates manually or use other automation tools.

Workarounds for these limitations include:

• Using triggers to automatically link tickets based on specific criteria
• Implementing webhook-based automation for more complex logic
• Exploring third-party apps from the Zendesk Marketplace
• Considering AI-powered automation platforms like eesel AI that can handle more sophisticated ticket routing and field updates

Our AI triage product, for example, can analyze ticket content and automatically categorize, route, and update fields using natural language instructions rather than rigid macro logic.

Best practices for organizing ticket types

Getting the most out of ticket types requires some upfront planning.

Use consistent naming conventions. When creating macros that set ticket types, use clear names that indicate the purpose. The double colon syntax (Category::Subcategory::Name) creates nested menus that make macros easier to find. For example:

• Type::Problem::Bug discovered
• Type::Incident::Known issue reported
• Type::Task::Internal follow-up

Train agents on when to use each type. Create clear guidelines for your team. When does a Question become a Problem? When should they create an Incident versus a new Problem ticket? Document these decisions and review them during team training.

Review type usage in reporting. Regularly check your ticket type distribution in Zendesk's reporting. If 90% of tickets are classified as Questions, you might be missing opportunities to track Incidents and Problems properly. Conversely, if everything is marked as a Problem, the distinction loses its value.

Combine with other macro actions. The set type action works best when combined with other actions like priority changes, tag additions, and comment templates. Think through the complete workflow you want to achieve.

When to consider advanced automation

Native Zendesk macros work well for straightforward automation, but there are signs you might have outgrown them.

If you find yourself creating increasingly complex trigger combinations to work around macro limitations, or if your agents spend more time managing workarounds than using the automation, it might be time to explore alternatives.

AI-powered automation takes a different approach. Instead of rigid "if this, then that" logic, you describe what you want in plain English. For example: "When a VIP customer reports a login issue, mark it as a Problem, set priority to High, and assign to the infrastructure team."

With eesel AI's Zendesk integration, you can run simulations on past tickets to verify automation quality before going live. The AI learns from your existing tickets, macros, and help center content, so it understands your business context from day one.

You can start with AI drafting responses while your team reviews them, then expand to full automation as confidence builds. Check our pricing to see how we compare to building custom workarounds.