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.
Agents can create macros in the Preferences area of the agent interface. You can create macros from Admin > Tickets > Macros, where you can also edit agent macros.
To create a macro: