Shopify Ops Glossary
Macro (Support Macro)
A pre-written response template in a helpdesk that agents can insert with one click.
Definition
Macros (also called saved replies or canned responses) are pre-written response templates stored in your helpdesk software. Agents can insert them into tickets instantly, reducing handle time and ensuring response consistency.
Why It Matters for Shopify Brands
Well-crafted macros reduce average handle time by 40–60% for common ticket types. They also ensure brand voice consistency across agents and reduce quality variation.
Benchmarks
Most Shopify brands benefit from 20–40 macros covering their most common ticket categories. Review and update macros quarterly.
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