Plan requirement
| App | Embed |
| Subscription | Any Zendesk Support plan |
| Access | Agent |
Macros cannot run the app in their editor, so you build the preview in a ticket first and copy it across.
Do it
- Open any ticket and start a reply.
- Build the preview with the app, exactly as you want it in the macro.
- Select the content and copy it.
- Paste it into the macro's comment. Macros live in Admin Center > Workspaces > Agent tools > Macros.
- Save the macro, and discard the reply in the ticket.
Why the detour
The Zendesk Apps framework gives an app a fixed set of places it can appear in Support: the ticket, new ticket, user, organization and custom object record pages, the toolbar of the ticket editor, and the side and top navigation. The macro editor is not one of them, so there is no icon to click there. The preview itself is ordinary rich text once it exists, which is why copying it works.
It stops updating
What you paste is a snapshot. If the destination page later changes its picture or title, the macro keeps the old one, because nothing goes back to look.
That makes macros a good place for links that stay put and a poor place for a campaign page that gets rewritten.
Check it once
Send the macro to yourself before putting it in front of customers. A preview that survived the copy looks identical; one that did not is obvious immediately.
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