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Introduction

Macros in Zendesk let agents apply a saved reply and a set of ticket actions in one click. As the macro list grows, picking the right one is the hard part. IrisAgent recommends the macro to apply on a Zendesk ticket from the Copilot sidebar. Suggestions turn on automatically once Zendesk tickets are connected.

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How ranking works

  1. Audit events first. IrisAgent reads Zendesk MacroReference and AgentMacroReference events on the tickets it already pulls. Those exact macro applications are stored on the case. Suggestions rank macros that were actually applied on similar tickets.
  2. Tags as fallback. For older tickets that have no audit evidence, IrisAgent uses matching tags. Unique per-macro tags improve that fallback. They are not required for suggestions to run.
  3. No extra LLM call. Macro ranking does not add a model request.
Only active, non-suppressed macros with enough content are candidates. On the tag fallback, the macro must have been used at least once in the last 30 days. Votes come from solved or closed similar cases.

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Optional: unique tags (helps historical tickets)

If you want better fallback ranking on tickets that predate audit capture:
  1. Give each relevant Zendesk macro an action that adds a unique tag.
  2. Keep that tag one-to-one with the macro.

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Turning macros off

Macro suggestions stay on by default. If you need them off for your account, ask IrisAgent support.