Macros let you apply a pre-defined sequence of actions to a Ticket quickly and easily.
If your workflow involves doing the same steps over and over again, setting up a Macro can save you and your Agents valuable time.
If your procedure when there is a complicated problem is to:
Assign it to the 2nd level Support Team.
Label it “complicated”.
Add your Manager as a follower.
This process could be simplified with a Macro; here's how you would set that up:
Open Business rules > Macros > Macros.
Click on + New button.
Enter a name for the Macro. If you want to created nested folders, enter a folder name followed by
->.Under 'Categories select the category you want the Macro to belong to. This will determine who has access to the Macro.
Add a shortcode for your Macro; which enables Agents to apply the Macro by simply typing the shortcode.
Set the Action from the pull-down menu. In this example, first you need to Set Agent.
You then select which Agent to assign.
Now click on the + on the right hand side and use the Add Labels from the drop-down menu to have the Macro label the Ticket “complicated”, and use it a third time with Add Agent followers to have it add your Manager as a follower.
When the Macro is complete, click Create.
When that Macro is applied to a ticket, the three actions you’ve stored will be done (in order).
You can apply a Macro from the reply box by selecting the rocket icon, or from the three dot Ticket Actions menu in the Ticket Header.
You will be asked to confirm the list of actions.
You can also choose to apply a Macro when replying to a Ticket, instead of setting a status.
The actions the Macro will apply are confirmed at the bottom of the reply box.
Of course, you can have the Macro change the status for you if required.
You can also apply a Macro to multiple Tickets at the same time by selecting them from the View Panel and using a Mass Actions.
Macro Actions
These are the actions you can add to a Macro:
Set Agent
Add Agent followers
CC Users - Add Users who will be copied in on Ticket Emails
Set Agent Team
Set status
Ticket pending status
Delete Ticket
Set Department
Set language
Set category
Set product
Set priority
Set workflow
Add labels
Remove labels
Add Organization Managers to Ticket
Set star
Increase/decrease urgency - Add or subtract the defined amount from urgency score (can’t go below 1 or above 10)
Set urgency - sets the urgency score to the value you enter; you can choose ‘Only set when urgency is lower’ (e.g. if the urgency is 8 and a ‘Set urgency to 7’ action runs, the urgency would remain 8) or ‘Always set this urgency’ (would set the urgency to 7 in that example)
Set subject
Add Ticket reply - adds text to the Ticket’s reply box. You can choose to ‘Append’ text (after anything you’re already entered), ‘Prepend’ text (before anything you’ve entered) or replace existing text.
Add reply from snippet
Set custom field (if your helpdesk has these)
Set custom User field (if your helpdesk has these)
Create a Task
Close Ticket tab
Run another Macro
Filtering Macros
You can filter the list of Macros shown by typing into the Filter prompt at the top of the Macros list.
Type a few letters or a word to instantly display only Macros with names that contain what you entered.
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