EStore Tools

Support Macros Generator

Write a 10 or 20 macro library for Gorgias, Zendesk or Shopify Inbox, covering where-is-my-order, returns, damaged items and more, built from your own policies.

Describe the result you need. AI will set up the tool and ask for any missing details.

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What's in the library

The core 10 macros cover the questions that make up most of a store's ticket volume: where an order is, a shipping delay, changing an address, cancelling, how to return something, refund status, damaged or wrong items, and a coupon code that isn't working. The full 20 adds subscription management, exchanges, backorders and escalating a complaint.

Every macro uses your own shipping times and return policy exactly as you give them. Anything you don't state, such as a processing time you haven't set, comes back as a placeholder like [processing time] instead of a guess.

Placeholders, matched to your help desk

Help deskHow placeholders work
ZendeskUses real Zendesk placeholders like {{ticket.requester.first_name}} and {{ticket.id}}, which fill in automatically
GorgiasUses square brackets like [First name], which you map to Gorgias's own variables in the macro editor
Shopify InboxChat quick replies can't fill in variables, so every detail is a square-bracket placeholder you fill in by hand before sending

Setting them up

  1. 01

    Zendesk

    In Admin Center, go to Workspaces > Agent tools > Macros and click Create macro. Zendesk's own placeholders fill in automatically; fill in the square-bracket ones by hand.

  2. 02

    Gorgias

    Create each macro in Gorgias and paste the text in, then swap the square-bracket placeholders for Gorgias's own variables from the macro editor.

  3. 03

    Shopify Inbox

    Go to Settings, then Quick replies, and create one quick reply per macro with a short shortcut, such as "tracking".

Questions people ask

Will the macros match my actual policy?

Only what you tell it about your shipping times and returns policy is used. Anything you don't state comes back as a placeholder, never an invented number.

What's the difference between the core 10 and the full 20?

The core 10 covers the most common questions: order status, shipping, returns, refunds and damaged or wrong items. The full 20 adds subscriptions, exchanges, backorders and escalations.

Do the placeholders work automatically?

In Zendesk, yes, for its own {{ }} placeholders. In Gorgias and Shopify Inbox, you swap the square-bracket placeholders for your tool's variables, or fill them in by hand for chat quick replies.

Can I use these over email instead of a help desk?

Pick Email or other and the macros are written as email templates you can save in your inbox or email tool, still with square-bracket placeholders for order-specific details.

I need a reply to a review, not a support macro.

Use the review response generator or the negative review response generator instead.

Related tools

Customer Service Reply GeneratorPaste a customer's message, pick the scenario and get a clear, calm reply: where is my order, refunds, damaged items, out of stock and more.Chargeback Response GeneratorPick the dispute reason and get an evidence checklist and a rebuttal letter built for it, with submission steps for Shopify Payments, WooPayments or Stripe.Review Response GeneratorGet 1 or 3 reply options for a customer review, matched to the star rating and where it's posted, from Google to your own product pages.Negative Review Response GeneratorGet a calm public reply and a private message for a negative review, with an offer that follows your own policy and never asks for the review to change.

Want this builtinto your store?

I'm Emmanuel, a Shopify and WooCommerce developer. If this tool pointed at something you'd rather have fixed for you (a faster store, cleaner product data, a migration, a custom feature), send me a note.

Emmanuel Asika

Emmanuel Asika

Shopify & WooCommerce developer, Dublin

I build and fix online stores: new builds, migrations, speed, SEO and the custom bits apps can't do.

hello@emmanuelasika.com
See my work

Last reviewed 30 September 2026.

Sources: Gorgias Help Center: Automate your work using Macros · Gorgias Help Center: Macro Variables · Zendesk Help: Creating macros for repetitive ticket responses and actions · Zendesk Help: Placeholder reference for business rules · Shopify Help: Quick replies in Shopify Inbox