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:

  1. In the Wix Answers app, go to Settings > Tickets > Macros.
  1. Click + Create New Macro
  2. Enter a name and description for the macro. 
  3. Click Add Action.
    Note: Repeat this step for each additional action you'd like to perform. 
  4. Create the actions to perform on a ticket when an agent applies the macro:
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:

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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.Learn how to:Create macrosApply macros to ticketsManage your macros

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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.

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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: In the Wix Answers app, go to Settings > Tickets > 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. 

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