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 time.
For example, suppose your procedure when you find a complicated problem is:
Here’s how you would set that up as a macro:
Open Agent Profile in the top right of the Agent Interface
Select the Preferences option and then select the Macros tab.
Click Create Macro.
The New Macro window opens.
Enter a name for the macro. If you want to created nested folders, enter a folder name followed by
Under 'Who can use this Macro?', select whether the macro is available to just you, or to every agent.
Click Add Action, then select an action from the pull-down menu. In this example, first you need to Set Agent Team.
You then select which team to assign.
Now use Add Action again with Add Labels to have the macro label the ticket “complicated”, and use it a third time with Add agent followers to have it add your boss as a follower.
When the macro is complete, click Save.
When you apply that macro to a ticket, the three actions you’ve stored will be done (in order).
You can apply a macro from the content pane using the Macros button.
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.
Use the Reply as... pull-down and select the macro.
The actions the macro will apply are confirmed at the top 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 list pane and using a Mass actions.
These are the actions you can add to a macro:
You can filter the list of macros shown by typing into the Filter prompt at the top of either the Macros button or the expanded Reply button.
Type a few letters or a word to instantly display only macros with names that contain what you entered.
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, the macro can’t run.
You can use the Add Ticket 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).
However, for a macro that uses this action to work correctly, you must run it from the Send Reply control and not from the Macros button.
Running the macro from the Send Reply control performs actions in the context of your current reply, whereas running the macro from the Macros button (or as a mass action) runs the action in the context of the whole ticket, so the text will be sent as a new reply, not inserted into the reply box. If you use the Send Reply button, you can still edit the response before sending and if you have set up an agent signature, this will be included in your reply. If you send from the Macros button, you won't be able to customize the text and your agent signature won't automatically be added.