If you created macros for support requests that can be answered with a single, standard response or action, agents can evaluate tickets and apply macros manually as needed.
This article contains the following sections:
Macros to get you started
There are a number of macros you can use to get started, including:
- Close and redirect to topics
This sets the ticket status to Closed. If it is an incident of a known problem, the requester will be informed via a comment that the ticket has been closed and recommended that they visit the forums for more information about the incident.
- Customer not responding
This is a reminder that can be sent to the requester if they have not responded to a request for more information on a pending ticket.
- Downgrade and inform
This tells the requester that the priority of their request has been downgraded to low and that there may be some delay in resolving their request.
- Take it!
This macro is a shortcut for agents to assign a new request to themselves.
Applying macros to tickets
You can manually apply one or more macros to a ticket at the same time. Keep in mind that what one macro does can easily be undone by another macro.
Just as you can make bulk updates to many tickets at once, you can also apply a macro to more than one ticket using your views. See Managing tickets in bulk.
So why would you apply more than one macro? A typical use case is a ticket that contains more than one question or issue—let's say two in this example. You might have set up two macros that both insert a comment into a ticket to answer each issue separately. By applying each macro to the ticket, you add two comments and address both issues in a single response.
To apply a macro
- In a ticket, click Apply macro in the bottom toolbar.
- Typically, your five most commonly used macros from the past week appear at the top of the macros list.
Select one of these, begin typing the name of a macro, or scroll through the list to find the one you want to use.
The most-used macros display can be disabled, in which case, you'll only see the all macros list. See Disabling the most-used macros option.
Note: Macros cannot be set up for specific channels.The actions defined in the macro are applied. If the macro updated the ticket comment, you can edit the text before submitting the ticket.
- To apply another macro, click Apply macro again and select another macro.
Tip: Check out how we use macros to manage tickets with Brett Bowser's Improve escalation workflows using macros.
Previewing macros
You can preview a macro before applying it to a ticket.
To preview and apply a macro
- In a ticket, click Apply macro in the bottom toolbar.
- Find the macro you want to use in the list.
- Click the Open preview icon (
). - Alternatively, hover your cursor over the macro to display its description tooltip. From the tooltip, you can view the macro's description (if one exists) and access its preview by pressing Shift + Enter.
The preview shows the macro's title and description (if one exists), as well as the fields and elements the macro will change, add, or remove, including:
- Ticket fields
- Comments, replies, or notes (including placeholders and dynamic content)
- Attachments
5. If the macro looks correct, click Apply Macro.
You can also click Cancel to return to the ticket screen, or click Open in Settings to view the macro's settings in Admin Center.
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