Rollback lets you restore an existing Zendesk macro to the content of an earlier version.
Unlike restoring a deleted macro, rollback updates the existing macro. Its Zendesk macro ID stays the same, and a new latest version is added to its history.
Start a rollback
- Open Macros Management.
- Open the macro’s row menu.
- Select View macro history.
- Select an earlier version in the history timeline.
- Select Restore this version at the bottom of the drawer.
The button is not shown when the latest version is selected.
Choose an earlier version
You can roll back to any earlier content version stored in the timeline.
The selected version is used as the source for the rollback. The current macro remains unchanged until you confirm the operation.
The selected historical version is not modified or removed.
Review the rollback preview
The Restore this version window shows:
- the selected source version;
- the current version;
- the Zendesk macro ID that will remain unchanged;
- the title that will be applied;
- the final active or inactive state;
- an optional reason or change note;
- the values that will change.
The Changes to apply section compares the current macro with the selected version and shows the data that will be restored.
Depending on the differences, this can include:
- title;
- active state;
- access;
- comment text;
- comment visibility;
- tags;
- brand;
- group;
- ticket form;
- assignee;
- ticket fields;
- other macro actions.
Only values that will change are included in the preview.
Override the title
The Rollback title field is prefilled with the title from the selected version.
You can change it before applying the rollback.
This lets you restore the earlier content while assigning a different title or category path.
Choose the final state
Use the Final state control to choose whether the macro should be active or inactive after rollback.
This setting can override the state stored in the selected version.
Add a change note
You can enter an optional reason or change note.
Use it to explain:
- why the rollback is needed;
- what issue it corrects;
- who requested the change;
- whether further review is required.
The note is recorded in macro history.
Apply the rollback
After reviewing the changes, select Restore this version.
A successful rollback:
- updates the existing Zendesk macro;
- preserves the same Zendesk macro ID;
- creates a new latest history version;
- leaves the selected earlier version unchanged;
- keeps the full history timeline available.
Rollback does not erase the versions created after the selected source version.
No changes to apply
If the selected version already matches the current macro, the app shows a No changes to apply result instead of updating Zendesk.
You can close the workflow or change the title or final state when one of those values still needs to be updated.
Warnings and errors
The review window displays any warning or error that prevents the rollback from being applied safely.
For example, the operation may need to be reviewed again if the macro changed after the preview was generated.
Do not repeatedly submit a rollback when the result is uncertain. Review the message shown in the modal and confirm the macro’s current state before trying again.
Macro order is not restored
Rollback does not change a macro’s position in Zendesk.
A history version that contains only a reorder event cannot be restored. When such a version is selected, the restore button is disabled and the interface explains that reorder mode must be used to change macro position.
Rollback versus restore as new
Use rollback when the macro still exists in Zendesk.
Rollback:
- updates the existing macro;
- preserves its Zendesk macro ID;
- adds a new latest history version.
Use Restore as new macro when the original macro has been deleted. That workflow creates a separate Zendesk macro with a new ID.