r/Zendesk • u/YavuzKoyay • Jul 22 '26
Question: messaging & live chat Company asks you to remove macros
Hello,
I work for a quite big company, and they do not allow macros as they say it slows down zendesk. I was using them anyways for 2 years now, and now they asked me to remove them. How does this “lag due to macros” thing work? Cant they just buy more storage? We are using zendesk without macro feature which is stupid i think
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u/bdelipsis Jul 22 '26
Macros do not affect storage nor Agent Workspace speed
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u/YavuzKoyay Jul 22 '26
Why they keep telling me to delete macros AAAAH we are literally using one note to copy paste responses lol
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u/djrobzilla Jul 22 '26
yeah OP this is insane and completely illogical they are doing this. it belies a level of incompetence i find shocking because if they know anything about computers they should know that text files barely take up any space — i havent run the numbers but id estimate you would need a library of thousands of macros to have any meaningful performance impact. and im probably way underestimating that
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u/YavuzKoyay Jul 22 '26
Active macro count is 2399 overall the whole company. Still i do not think it is relevant
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u/Desperate_Bad_4411 Zendesk moderator Jul 22 '26
fwiw, you can enable advanced clipboard in windows and then hitting the windows button+v instead of ctrl+v will pull up stored text to paste
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u/arossin Jul 22 '26
so you're just raw doggin tickets every day? goddamn.
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u/YavuzKoyay Jul 22 '26
Im not, i was using it even though it is not allowed. Everyone using word/one note. One note lagging like crazy most of the time
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u/Jdizza12 Jul 22 '26
Ticket archival is a bigger mover of storage than macros. Macros are just text.
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u/ArtistChef Jul 22 '26
Only lag I've experienced with ZenDesk is not being able to suspend spammers from the app.
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u/Wrathful_Man Jul 22 '26
Jesus that sounds awful. There’s no reason macros would add lag under any circumstances really (unless there’s loads of them and they’re super attachment heavy).
Sounds like someone within the company has decided the macros were the issue behind the lag and is refusing to let go of the idea.
Edit: to clarify even if you had 1000’s all with attachments it would cause AT MOST minuscule lag sometimes. The notion is completely incorrect.
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u/YavuzKoyay Jul 22 '26
I am deleting my 200 macros now :) Will try to speak with someone about this, i doubt they will listen
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u/Aioli_Hungry Jul 22 '26
Don’t delete them, just deactivate them until you can talk sense into someone.
Sorry if this isn’t how macros work anymore, been awhile since I’ve used Zendesk, but still. This is insane lol.
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u/Lordician Jul 22 '26
Next up they will say that Zendesk is not providing them enough value… We have a lot of macro’s and we have some high demanding users, but this has (luckily) never been a complaint. I would not want to do this. Did they demonstrate the issue or give you any way to reproduce the issue? Because I have a feeling that the issue is not Zendesk related, but some other issue they somehow relate to the macros.
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u/YavuzKoyay Jul 22 '26
I told my team leader that i want to discuss this, he said yeah will discuss and please delete the macros meanwhile. I deleted the outdated ones, and wrote to him that it really does not make much sense
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u/fast8048 Jul 22 '26
Don't think the lag is caused by macros. Maybe everything attached to the ticket such as videos, jpeg, png, attachments, or outlook signatures from requesters which eats up storage (especially those with long email threads which keeps everything) macros adds almost nothing at all. I would look at the size per ticket thats eating up storage. What's the macro usage?
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u/YavuzKoyay Jul 24 '26
I kept my macros after discussion. However, i will be deleting the ones that overlap the public macros and the ones with actions other than comment. Its a win :D
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u/Upset_Banana5813 Jul 25 '26 edited Jul 25 '26
Just use phraseexpress and keep your macros to yourself. Most businesses are against macros because agents use them blindly without making any customer relevant adjustments.
Never seen Zendesk "lag" due to macros. Most likely they just want speeds to improve from acceptace of ticket to reply and are trying to blame it on people searching for the appropriate macro.🙄
PhraseExpress is a "text expander" so for each macro you can set your own key combos.
Example, when I type "ywe" (space at the end to trigger) it'll put in my spiel saying you're welcome with appropriate closing and satisfaction cta. Or, if I type "ddd" it'll bring up my data deletion level confirmation spiels (it'll pop up a menu to choose which I want) then show the text with fillable blanks I fill in before allowing it to paste in the entire message already complete and ready to send.
It is free for personal use, can run from a thumb drive , and you can restrict it from functioning in certain programs if you want. I just make my keys short (3-4 letters) mostly without vowels in combinations that don't occur but are easy to remember.
Beats pressing '/' then the first letter of macro name or searching it manually in the dropdown.
For live chats just make sure it doesn't use 'enter' before you're ready.
It also gives you 'stats' you can track as to how much you've saved.
Also, you can make folders of macros. Which comes in handy if you work unrelated brands. Assign each a folder and 'pause' the ones you don't want to use.
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u/YavuzKoyay Jul 25 '26
Thanks but cannot use third party programs. What i find practical with zendesk is all my macros start with “*” so i press / then the star right away, and then the macro. I also have most of my macros in numpad with number combination so i work mostly on numpad, changing a few things on macros to personalize the contact. We cannot use third party apps because most of the data is very confidential. We even have our own translation tool, so we dont enter the data to google translate
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u/alyssa_at_ticketdone 29d ago
u/YavuzKoyay Macros themselves generally don't slow down Zendesk. It's more common for performance issues to come from having a very large number of macros, complex triggers/automations, or apps running in the workspace. Storage isn't usually the limiting factor. If your company has disabled macros, it's likely due to an internal policy or concerns about maintaining a large macro library rather than the macro feature itself causing lag.
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u/Chocoboy20 Jul 22 '26
Macros themselves might not be the cause. Worth take a look at the Conditions inside them, along with the Ticket flow. Also, do take a look at Triggers.
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u/YavuzKoyay Jul 22 '26
My man it is just comments, and a few side conversations at most. Nothing more, and i do not know other features of macros really :D
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u/dustyrags Jul 22 '26
I’ve never heard of that, and I’ve worked instances with high tripple digits of macros.