This workflow turns your existing Zendesk macros into intelligent, context-aware responses. Instead of agents searching through hundreds of macros to find the right one, the AI reads the ticket, picks the best matching macro, fills in the dynamic variables (name, order number, due date, refund amount), adapts the tone to the customer, and either applies it directly or surfaces it for one-click approval.
This workflow works natively within your existing ticketing system—whether you use Zendesk. There's no need to migrate to a new platform or change your existing setup. Macro hit-rate, edit distance, and CSAT-after-macro are tracked per macro so you can see which templates are pulling weight and which need rewriting. The AI learns from agent edits over time — when a human consistently rewrites a macro before sending, the AI starts producing the rewritten version automatically. Compatible with all Zendesk macro types and works alongside your existing triggers and automations.
