How to add conditional text to a Zendesk macro

To make one Zendesk macro write different text for different cases, install Slotwell, add a pick list such as [[choice:Resolution|Refund|Replacement]] to the macro, and wrap each case in [[#if Resolution = Refund]] ... [[#elseif ...]] ... [[else]] ... [[/if]]. When an agent picks an answer in the Slotwell sidebar, only the matching branch goes into the reply, and blanks in the other branches are hidden and never required.

Steps

1. Edit the macro in Admin Center > Workspaces > Agent tools > Macros.
2. Add the question that drives the branches, usually a choice blank. Add quiet if the answer should steer the text without being printed: [[choice:Resolution|Refund|Replacement|Store credit; quiet]].
3. Write the branches with block tokens, each on its own line.
4. Save, then run Check macros in Slotwell. It flags blocks that never close or close twice, and conditions on a label no blank has or on a value that isn't an option.
5. Try it. Try a macro shows the exact reply and ticket changes for any answer.

Example

[[choice:Resolution|Refund|Replacement|Store credit; quiet]]

[[#if Resolution = Refund]]
We refunded $[[number:Refund amount; min=1]].
[[tag:refund_issued]]
[[#elseif Resolution = Replacement]]
A replacement ships on [[date:Ship date; default=+2 business days]].
[[else]]
We added store credit to your account.
[[/if]]

An agent who picks Replacement sees only the Ship date field. The reply contains one sentence, and the refund_issued tag is added only when Refund was picked. A line that holds only a block token disappears from the reply, so no stray blank lines are left.

Conditions you can write

Join conditions with and and or, for example [[#if Plan = Premium and Region = EU]].

Set tags and fields per branch

These run alongside the macro's own actions, which apply as usual when the agent clicks Fill reply. Check macros reports field ids that don't exist or are inactive and drop-down values that aren't options.

Why one macro instead of several

A refund, a replacement and store credit usually share the greeting, the order details and the sign-off. Keeping them in one macro means editing that shared text once. Agents pick one macro and answer one question instead of choosing between near-identical names.

What it costs

Slotwell is priced per Zendesk account by number of shared macros, billed monthly by Zendesk: Team $99 a month (up to 25), Professional $199 (up to 250), Enterprise $349 (any number). Every feature, including conditional text, is on every plan, with a 14-day free trial. See the Slotwell documentation for every token.