Zendesk Macros Not Working or Not Showing

How to fix it

Try these in order — the most common fix is first.

1. 1. Check availability

   Copy steps
   1. Admin Center > Workspaces > Agent tools > Macros
   2. Check the macro is active and its Available for setting
   3. Add the agent to the right group
   Did this fix it? Yes No

2. 2. Check for conflicting triggers

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   1. Apply the macro, then view the ticket events log (/events) for triggers firing after it
   2. Reorder or narrow the conflicting trigger
   Did this fix it? Yes No

3. 3. Repair broken references

   1. Open the macro and fix actions that reference deleted fields or tags
   Did this fix it? Yes No

Symptoms

Agents cannot see a macro, or it applies but the ticket field reverts.

Why it happens

• Macro restricted to a group the agent is not in
• Macro deactivated
• A trigger overwrites the fields the macro sets
• Macro references a deleted field or tag

This guide also covers

• zendesk macros not working
• zendesk macro not showing
• zendesk macro not applying

The same problem in other apps

All missing or lost data guides →

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Other Zendesk errors

• Zendesk Emails Not Creating Tickets
• Zendesk Triggers Not Firing
• Zendesk Email Notifications Not Sending
• Zendesk Web Widget Not Loading or Not Showing
• Zendesk SSO Login Error (Redirected to Logout URL)
• Zendesk API Errors 401, 422 and 429
• Zendesk Attachment Too Large or Upload Refused
• Zendesk AI Agent Not Answering