Different Agent accounts have different Permission levels which affect what they’re allowed to do with Tickets.

If your account lacks the Permissions to do any of the actions in a Macro, then the Macro can’t run.

Macro Categories

Each Macro can belong to a different Permission Category, which can hold multiple sub-categories within them.

To create a category:

1. Head to Business Rules > Macros > Categories.

2. Click on + New and name the new category.

3. Choose if this category will have a parent category and who will have access to it.

1. Click Create to save the category.

Adding Text to a Reply with a Macro

You can use the Add Agent Reply action to append or prepend text to the reply you are currently writing (i.e. add it either before or after any existing text).

To run the Macro, click on the rocket icon which will open a window to choose your Macro from. Select your Macro, you can still edit the response before sending and set up an Agent signature.