When a macro has been deleted from Zendesk, you can restore its latest version from Macros Reporting and Management.
Restoring does not recreate the original Zendesk record. It creates a new Zendesk macro with a new macro ID, while the deleted original and its history remain available in Pythia.
Start the restore
- Open Macros Management.
- Find the deleted macro.
- Open the three-dot menu in its row.
- Select Restore as new macro.
Deleted macros remain visible in Management with a Deleted status.
Review the restore preview
The Restore as new macro window shows the content that will be used to create the new macro.
The restore uses the latest stored version of the deleted macro.
The preview includes:
- original title;
- deleted version number;
- source active version;
- access;
- comment visibility;
- comment;
- group;
- ticket form;
- other available macro content.
Use this preview to confirm that the stored version contains the expected content before creating the new macro.
Change the restored title
The Restored title field contains the title that will be assigned to the new macro.
You can edit this title before restoring.
Changing the title can be useful when:
- the original title is already used by another macro;
- the restored macro should be marked for review;
- its category path needs to change;
- the restored copy needs to be distinguished from the deleted original.
Zendesk macro categories are represented in the title using ::, so you can also update the category path in this field.
Choose the restored state
Use the Restored state control to choose whether the new macro should be active or inactive.
Choose:
- Active when the macro should be available immediately;
- Inactive when it should be reviewed before agents can use it.
This setting applies to the new macro only. The deleted original remains deleted.
Add a change note
You can enter an optional reason or change note before restoring the macro.
Use it to record information such as:
- why the macro is being restored;
- who requested the recovery;
- whether the restored copy requires review;
- what was changed before restoration.
The note is retained in macro history.
Macro order is not restored
The restore window displays a warning that macro order will not be restored.
The new macro is created from the stored content, but it does not return to the deleted macro’s previous position in Zendesk’s macro order.
Reorder the new macro separately after restoration when needed.
Restore the macro
After reviewing the title, state, note, and macro content, select Restore as new macro.
The app creates a new macro in Zendesk.
After a successful restore:
- the new macro receives a new Zendesk macro ID;
- the deleted original remains visible in Pythia;
- the deleted original’s history remains unchanged;
- the restored macro is linked to its deleted source in macro history.
Restoring does not reactivate or overwrite the deleted original.
Restore the same deleted macro more than once
A deleted macro can be restored multiple times.
Each restore creates a separate Zendesk macro with its own new ID. Existing restored copies are not overwritten.
Use distinct titles when multiple restored copies need to remain easy to identify.
Review the restore relationship in history
After restoration, open macro history to review the relationship between the deleted original and its restored copy.
The history interface allows you to navigate between:
- the deleted source macro;
- the macro or macros restored from it.
This keeps the recovery path visible during later reviews or audits.
Restore versus rollback
Use restore when the original macro has been deleted.
Restore:
- creates a new macro;
- assigns a new Zendesk macro ID;
- leaves the deleted original unchanged.
For a macro that still exists in Zendesk, use rollback instead. Rollback updates the existing macro and preserves its current Zendesk macro ID.