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Macros

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Published: Oct 22, 2021|Last updated: Jun 9, 2022

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.

Note


Macros are created by Admins which Agents can then apply to Tickets, to understand how to set up Macros see Creating Macros in our Admin Guide.

Once an Admin has created a Macro you will be able to apply it to Tickets from the Agent interface.

You can apply a Macro in several ways, from the Ticket by using the Rocket Icon (Use Macro) button in the reply box. Or by opening the Ticket Actions menu (the three dots on the Ticket Header) and selecting Macro.

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Both of these actions will open the Macros modal where you select which action you want to apply from the pre-created Macros.

Macro modal.png

Hit Run Now to apply the Macro to the Ticket send it, or hit Queue if you want to make other changes to the Ticket first; then the Macro will apply once you hit send.

Note


When you hover over a Macro in the modal you can preview what actions will occur when it's applied.

You can also apply a Macro using Mass Actions, this lets you apply a Macro to multiple Tickets at the same time by selecting them from the view panel and applying a Mass Action.

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Macro Permissions Copy link to Macro Permissions to clipboard

Admins control Agent access to Macros.

When an Admin creates a Macro they can add them to specific permission categories which will determine which Agents or Teams of Agents will be able to access it. Read Macro Management for more detail.

In addition, different Agent accounts have different permission levels which affect what actions they are allowed to do with Tickets.

If your account lacks the permissions to do any of the actions in a Macro then it can't run.

Adding Text to a Reply with a Macro Copy link to Adding Text to a Reply with a Macro to clipboard

You can also use the Add Ticket Reply action to append or prepend text you are currently writing.

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