How to fix Zendesk macros after a group is deleted or an agent leaves

To fix Zendesk macros that point at a deleted group or a departed agent, install Quillmend, open it from the left navigation bar and tick Broken references. Select the macros, choose Change a value, pick the action (such as group), set Where it is now to the old value and Change it to to the new one. Click Preview changes, then Apply to N macros. Every macro is fixed in one change you can undo.

What counts as a broken reference

Quillmend checks every shared macro against your account's current groups, agents, fields, forms and brands. Hover the red badge on a row to see each problem.

The ids and names above are examples; yours come from your account.

Steps

1. Tick Broken references. The count next to the filter shows how many shared macros have at least one problem.
2. Narrow it down. Combine the filter with Search titles and content or Category to work on one problem at a time, such as every macro that used the old Billing group.
3. Select the macros. Click rows, or Select all N shown.
4. Choose Change a value. Under Action, pick the action to fix: group, assignee, status, priority, type, form, brand, a ticket field or tags.
5. Set Where it is now and Change it to. Pick the old value (or Any value to change it wherever it appears) and the new value. Choosing the same value for both is blocked.
6. Click Preview changes. Each macro is listed with the old value in red and the new value in green.
7. Click Apply to N macros. Quillmend writes one macro at a time, re-reading each one first and skipping any that someone edited since your preview.

When the action should go instead

Sometimes the right fix is to drop the action, for example a macro that assigned tickets to an agent who left and should now leave the assignee alone. Choose Remove an action, pick the action and, under Only where it is, the value to remove. The preview blocks a macro that would have no actions left.

For macros available to a deleted group, use Change availability and choose All agents or the groups that should have them now.

Undo

The result screen has Undo this change, and the History tab keeps every change with who made it, when, and each macro before and after. Undo restores the whole change; Undo this macro restores one. Undo a later change before an earlier one on the same macro.

Limits

• Shared macros only. Personal macros aren't listed or changed.
• Up to 1,000 macros per change.
• Macros only. Triggers and automations that set the same deleted group need fixing separately.
• Moving a value from one ticket field into another field isn't one of the changes.

What it costs

Quillmend is priced per Zendesk account by the number of shared macros, active and inactive: Team $99 a month for up to 25, Professional $199 a month for up to 250, and Enterprise $349 a month for any number. Every plan has every feature and a 14-day free trial; Zendesk asks for a card at install and bills monthly. The full reference is in the Quillmend documentation.