Import and export macros

You can download all your macros as a spreadsheet from Workflows > Macros, and an admin can copy macros from a Gorgias or Zendesk account with the helpdesk import. Uploading a CSV file of macros is not available; create or edit them in the editor instead.

Export macros to a CSV file#

1. Open Workflows > Macros.

2. Click Export CSV at the top right.

Your browser saves a file named macros.csv with one row per macro, archived ones included. Any role that can open the macro list can export it.

The file holds the reply and the tags. Other actions, such as setting the status or adding a note, are not in it. A cell that would start with =, +, - or @ gets an apostrophe in front, so a spreadsheet shows it as text instead of running it as a formula.

The file is useful as a backup before you archive or delete a batch of macros, or for reviewing every reply's wording in one place.

Bring macros over from Gorgias#

An admin starts the import in Settings > Imports > From Gorgias, with the Gorgias address and an API key, and ticks Macros under What to import. The full steps are in Move from Gorgias.

Each Gorgias macro arrives with its name, language, intent, archived state and usage count, and with the actions this helpdesk can run: the reply, tags, status, priority, subject, agent, team, snooze, ticket fields, internal notes and attachments. References to agents, teams and ticket fields point at the ones the import created here.

Actions this helpdesk cannot run, such as Shopify order actions or HTTP hooks, are left out. The import lists each macro that lost something under to check, with the action names, so you can rebuild that part by hand. Variables keep working, because they read the same ticket and Shopify data here. Variables in macros lists the few that differ.

Running the import again updates macros it copied before instead of making second copies. A macro you deleted here after the first run is not brought back.

Bring macros over from Zendesk#

In Settings > Imports > From Zendesk, the import copies each macro with its reply, internal note, tags to add or remove, status, priority, subject and assignee. Zendesk's "solved" and "closed" statuses become Closed; any other status becomes Open. See Move from Zendesk.

Common Zendesk placeholders are renamed for you:

Zendesk's placeholder for the agent's first name is renamed too, to {{current_user.firstname}}.

A macro that uses any other placeholder, or an action the helpdesk cannot run, is listed under to check after the import so you can fix it in the editor.

Change many macros at once#

There is no upload for editing macros in bulk. To change a phrase across many macros, search the list for it (search reads the reply text too), then open and save each match. Developers can also create and update macros through the REST API; see The REST API and API keys.