Macros
Macros are saved sets of actions that agents can apply to tickets in one click.
What macros can do
A macro can perform any combination of:
- Change ticket status
- Set priority
- Assign to an agent or team
- Add a predefined reply
- Add tags
Creating a macro
- Go to Settings > Automations > Macros.
- Click New Macro.
- Give it a descriptive name (e.g., “Close and thank customer”).
- Add the actions in order.
- Save.
Using a macro
Open a ticket, click the Macros button in the toolbar, and select the macro to apply. All actions execute in sequence.