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Macros are stored sequences of actions which agents can apply from the agent interface. Macros are designed to automate sequences of steps that agents often have to repeat. An agent can apply a macro to a ticket with a couple of clicks. Using macros to perform commonly-repeated sequences of actions helps agents work more efficiently.

When a macro runs, the actions it contains are applied to the ticket it is run on.

Agents can apply macros from the content pane using the Macros button or the Send Reply control. They can also apply macros as a mass action from the list pane.


Macros can be shared (available to everyone), or limited to a specific agent. Note that if an agent tries to run a shared macro but lacks the permissions to run all its actions, the macro will not run.

Creating a macro

Agents can create macros from the Preferences area of the agent profile (top right), and then choosing the Macro Tab. You can then edit macros from Admin > Tickets > Macros.

To create a macro:

  1. Enter a descriptive Title that makes clear to agents what the macro does.
  2. Select a Permission level; the macro can either be shared or limited to a specific agent.
  3. Click the + Action button and select an action.
  4. Keep adding actions until the macro is complete.
  5. Click Save.
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First published: 23/03/2017

Last updated: Mar 19, 2019 by Emily Booth