Macros
A macro is a saved bundle of actions that an agent applies to a ticket in one click. Unlike triggers and automations, which run on their own, a macro only runs when an agent chooses to apply it — it puts a repeatable response one button away.
What a macro can bundle
A macro can combine several actions so your team handles a common situation the same way every time. The actions you can add include:
- Insert content at the cursor, or replace the reply content — drop in a canned answer.
- Set subject, set status, set type, set priority.
- Assign to an agent, or set the group.
- Replace, add, or remove tags.
- Add an attachment (for example a standard PDF).
- Set the sending email account, or set a custom field.
When the agent applies the macro, all of its actions run together — and the inserted reply lands in the composer, where the agent can edit it before sending.
When to use a macro
Reach for a macro whenever an agent repeats the same set of steps by hand — closing a resolved question with a thank-you, acknowledging a report while routing it, or replying with standard troubleshooting steps. The agent stays in control: they review the ticket, apply the macro, and can still edit the inserted reply before sending.
Macros vs. triggers
A trigger fires automatically on an event; a macro waits for an agent to apply it. Use a macro when a person should decide whether the bundle fits the ticket, and a trigger when the response should always happen without anyone stepping in.
Setting up a macro
You manage macros under Settings → Agent tools → Macros. Give the macro a descriptive name so agents can recognize it, add the actions it should perform, and save. It then becomes available for agents to apply from an open ticket.