In Deskpro we call this feature Snippets.
Deskpro Macros are used to automatically carry out a stored series of actions on a ticket (e.g. changing the department, increasing the urgency etc).
Snippets can contain variables which are automatically replaced with the relevant value for the particular ticket.
For example:
Dear {{ ticket.person.display_name }}
would automatically greet the user by name.
You can also define a shortcut, so agents can insert a Snippet using a typed code such as %greeting%.
For full details, see the Snippets section of the agent manual.
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