Zendesk Macro Quick-Insert

WHAT IT DOES

Zendesk Macro Quick-Insert adds a floating panel to your Zendesk ticket pages that lets you insert pre-written macro templates into the reply editor with a single click. Save commonly used responses like Greetings, Bug Report Responses, Thank You messages, and Follow-ups as macros, then insert them instantly. A search bar lets you filter macros by name, and keyboard shortcuts (Ctrl+1 through Ctrl+9) provide lightning-fast access to your most-used templates. The script supports variable substitution—placeholders like {{ticket_id}}, {{requester_name}}, and {{agent_name}} are automatically replaced with the current ticket's actual values when you insert the macro. This saves you from typing repetitive responses, ensures consistency across tickets, and speeds up your support workflow significantly.

WHERE IT RUNS

This script runs on Zendesk ticket pages (*.zendesk.com/*). It operates entirely within your browser tab, reading the page's DOM to locate the reply editor and ticket metadata. The script cannot access other tabs, your browsing history, bookmarks, downloads, or any data outside the current page. All settings—including saved macros, panel visibility, keyboard shortcut enablement, auto-detect preference, and default macro category—are stored locally using GM_setValue and never transmitted anywhere.

HOW TO USE

After installing with the BotGentz extension, the script automatically detects Zendesk ticket pages and displays the macro quick-insert panel (if auto-detect is enabled). Click any macro to insert it into the reply editor at the cursor position. Use the search bar to filter macros by name. Use keyboard shortcuts Ctrl+1 through Ctrl+9 to insert the first nine macros instantly. Add new macros by entering a name and content in the panel, then clicking "Save Macro." Use variables like {{ticket_id}}, {{requester_name}}, and {{agent_name}} in your macro content—they'll be replaced with the actual ticket values. Manage your macros by deleting unwanted ones with the ✕ button. Export your macros as JSON for backup or sharing. Toggle panel visibility, keyboard shortcuts, and auto-detect in the settings.

THE REAL MECHANISM

The script detects Zendesk's reply editor using multiple selectors that match different Zendesk UI versions (.reply-editor, .comment-editor, .ticket-reply, .ql-editor, [data-testid="reply-editor"], and textarea placeholders). For contenteditable editors, it appends the macro content as a new paragraph; for textarea editors, it inserts the content at the cursor position, preserving the existing text. Variable substitution scans the macro content for {{variable_name}} patterns and replaces them with values extracted from the page: ticket ID from .ticket-id, requester name from .requester-name, and agent name from .agent-name or .profile-name. Macros are stored in GM_setValue as a JSON array with id, name, and content fields. The keyboard shortcuts use a document-level keydown listener that triggers insertion of the corresponding macro. All DOM manipulation uses safe methods with no innerHTML from untrusted content.

THE PANEL

The Macro Quick-Insert panel is a BGPanel component that you can drag anywhere on your screen by its header. It snaps to the nearest edge when released, keeping your workspace organized. The panel collapses to a small bubble showing only the emoji icon when minimised—click to expand it again. You can resize the panel horizontally to see more of the macro list and settings. Press the Escape key to collapse the panel instantly. Your panel position and size are saved per-site.

PLEASE NOTE

This script requires the free BotGentz browser extension to function. Zendesk frequently updates its UI, which may change class names, data-testid attributes, and DOM structure—the script may require updates to maintain compatibility. The reply editor detection works best on the standard Zendesk ticket view; custom Zendesk installations or third-party plugins may interfere with editor detection. Variable substitution relies on the presence of ticket metadata on the page; if a variable cannot be found, the placeholder will remain unchanged. Macros are stored locally and not synced across devices. The script never reads or writes password fields, hidden inputs, or file inputs. It stores only your macros, panel visibility, keyboard shortcut enablement, auto-detect preference, and default macro category locally. No ticket data, customer information, or personal information is ever collected, transmitted, or shared.