Zendesk macro categories are based on the macro title.
For example:
Billing::Refunds::Request approved
The :: separator creates the visible category and subcategory structure in Zendesk.
Use Macros Management to move one or more macros to another category without editing each title individually.
Before you begin
Moving a macro to another category changes its title in Zendesk.
Before applying the change:
- confirm the destination category path;
- check whether the selected macros already use subcategories;
- review the full resulting titles;
- make sure all selected macros should move to the same destination.
Moving a macro does not change its actions, access, active status, or reporting history.
Move one macro to another category
To move an individual macro:
- Open Management.
- Find the macro you want to move.
- Open the macro’s row actions.
- Select the edit action.
- Select 'Edit title' in the drawer.
- Select 'Find/Replace'.
- Type the old category in the 'Find' field (e.g.,
Orders::). - Type the new category in the 'Replace' field (e.g.,
Billing::). - Review the resulting title.
- Confirm the change.
The updated category becomes part of the macro title in Zendesk.
Move multiple macros in bulk
To move several macros to the same category:
- Open Management.
- Use search, filters, or a saved view to find the required macros.
- Select the macros you want to move.
- Open the bulk actions.
- Select the bulk edit action.
- Choose the edit title action.
- Make the same changes as for the individual macro.
- Review the resulting titles.
- Confirm the bulk operation.
Review the title preview
Before confirming the change, review the full title generated for each selected macro.
For example, moving:
Support::Login issue
to the category:
Account access
should produce:
Account access::Login issue
If the original macro includes more than one category level, confirm whether the app preserves or replaces the existing path.
Do not confirm the operation if the preview creates:
- duplicated category names;
- missing macro names;
- unintended subcategories;
- inconsistent separators;
- titles that are too similar to existing macros.
Move macros into a subcategory
Use additional :: separators to create nested category levels.
For example:
Billing::Refunds::Approved
contains:
- category: Billing;
- subcategory: Refunds;
- macro name: Approved.
When moving macros, enter the complete destination path required for the final title.
Move macros out of a category
To move a macro to the top level, remove the category path while preserving the macro title.
For example:
Billing::Refunds::Approved
can become:
Approved
Review the final title carefully before confirming the change.
Use filters before moving macros
Filters help limit the operation to the intended part of the macro library.
For example, you can filter by:
- current category;
- active status;
- brand;
- group;
- label;
- usage;
- last-used period.
Before selecting all matching macros, confirm that every result should move to the same destination.
What happens after the move
After the operation is applied:
- the macro title is updated in Zendesk;
- the macro appears under the new category path;
- the macro keeps its Zendesk macro ID;
- its actions and access settings remain unchanged;
- the change is recorded in macro history.
The updated ordering may depend on the current Zendesk macro order. Use the reorder feature separately when you also need to change the macro’s position.
If the category change fails
A category change may fail when:
- the macro was changed after the preview was created;
- the title is invalid;
- the selected macro no longer exists;
- the current user does not have permission to update it;
- Zendesk rejects the update;
- another operation is already processing.
Review the error shown for the affected macro before retrying.
If only part of a bulk operation succeeds, confirm the final category of each macro before running the operation again.