About Macros

With macros, you can speed up and simplify the execution of frequent tasks on tickets. Macros are customizable shortcuts that allow you to apply a set of actions to a ticket with just one step. 

Create macros for your team's most repetitive ticket handling scenarios. Once you've set up a macro, any team member can apply it to tickets. 
For example:
You can create a macro that replies with article content, adds an internal note, and sets the priority level, all at once. The possibilities are endless!

Use macros to combine any of the following actions:

  • Set labels: Set the ticket's labels.
  • Set priority: Set the ticket priority level.
  • Set status: Set the ticket status.
  • Set value for field: Add a custom field value to the ticket.
  • Send article content: Add an article's content to the ticket reply field.
  • Send saved reply: Add a saved reply to the ticket reply field.
  • Send custom reply: Add a custom reply to the ticket reply field.
  • Link to an article: Link an article to the ticket for internal data purposes.
  • Assign ticket: Assign the ticket to an agent or group.
  • Add internal note: Add an internal note to the ticket.

Related Articles

Creating a New Macro

Create a macro to allow agents to perform a series of actions on a ticket with just one step. Once you've created a macro, agents can apply it to tickets to do several things at once.For example:You can create a macro that sends a saved reply, links an article, and assigns a ticket, all in one step.To create a new macro:Hover over Settings  in the side panel and click Macros. Click + Create New Macro. Enter a name and description for the macro. Click Add Action.Note: Repeat this step for each additional action you'd like to perform. Create the actions to perform on a ticket when an agent applies the macro:Set labelsSet the ticket's labels:Click the drop-down and select Set labels. Choose what you want to do:Add labels: Click the Select Labels drop-down and select the label(s) you'd like to add to the ticket. Replace labels: Click Add the following then click Replace with the following and select the label(s) you'd like to use to replace the ticket's existing labels. Remove labels: Click Add the following then click Remove the following and select the label(s) you'd like to remove from the ticket. Learn more about using labels in tickets. Set prioritySet the ticket priority level:Click the drop-down and select Set priority.Click the Select Priority drop-down and select a priority level (High, Normal, Low). Set statusSet the ticket status:Click the drop-down and select Set status.Click the Select Status drop-down and select a status.Learn more about ticket statuses.Set value for fieldAdd a custom field value to the ticket:Click the drop-down and select Set value for field.Click the Select Field drop-down and select a custom field. (If prompted) Set the custom field value. Learn more about custom field types.Send article contentAdd an article's content to the ticket reply field:Click the drop-down and select Send article content.Click the Select an article field and search for an article.Hover over an article and click Add. Send saved replyAdd a saved reply to the ticket reply field:Click the drop-down and select Send saved reply.Click the Select/Search Saved Reply drop-down and search for a saved reply. Select a saved reply.Learn how to create saved replies. Send custom replyAdd a custom reply to the ticket reply field:Click the drop-down and select Send custom reply.Enter a custom reply.Link to an articleLink an article to the ticket for internal data purposes:Click the drop-down and select Link to an article.Click the Select an article field and search for an article.Hover over an article and click Add. Note: When applying a macro with this action to a ticket from a non-primary language: A translated version of the article must exist for it to be linked. Learn how to translate articles.Learn more about linking articles to tickets. Assign ticketAssign the ticket to an agent or group:Click the drop-down and select Assign ticket.Click the Select Agent / Group drop-down and select an agent or group. Learn more about assigning tickets to agents or groups. Add internal noteAdd an internal note to the ticket:Click the drop-down and select Add internal note.Enter an internal note. Learn more about internal notes on tickets. 6.  (Optional) Click the Reorder icon , then drag and drop it up or down to reorder your actions. 7.  Click Create.Note:Click the Delete icon  to remove an action from your macro. Next:Learn how to apply macros when working on tickets. Learn how to manage your macros. 

3 min read

Applying a Macro to a Ticket

Speed up and simplify your ticket handling workflow by applying macros. With macros, you can perform several actions on a ticket in just a few simple steps. To apply a macro to a ticket:Go to the relevant ticket. Click the Apply Macro icon  in the footer. (Optional) Enter the name of a macro in the Search field to find a macro. Select a macro to view its details. Click Apply Macro.

1 min read

Managing Your Macros List

Keep your ticket workflows organized by managing the macros available to your team. From your Macros List, you can create, enable, disable, edit, duplicate, and delete macros.  To manage your Macros List:Hover over Settings  in the side panel and click Macros.Choose what you want to do:Create a new macroClick + Create New Macro.Enter a name and description for the macro. Click Add Action.Note: Repeat this step for each additional action you'd like to perform. Create the actions to perform on a ticket when an agent applies the macro. Click Save. View Full TutorialEnable or disable a macroClick the Status toggle to enable or disable a macro:Enabled:  Agents can apply the macro to tickets. Disabled:  Agents cannot apply the macro to tickets. Edit a macroClick Edit to the right of the macro's creation date.Edit the macro. Click Save. Duplicate a macroClick the Show More icon  to the right of a macro.Select Duplicate.Note: Duplicating a macro creates a duplicate with "(copy)" at the end of its name. Delete a macroClick the Show More icon  to the right of a macro.Select Delete.Click Yes, Delete.Tips:Click the Search icon  and enter a macro name to find a macro on your list. Click Creation Date to sort your Macros List.Hover over the Info icon  to view a macro's description. 

2 min read