Macros

What are Macros?

Macros are pre-defined sets of actions that can be applied to a ticket with one click. They combine multiple operations — like adding a label, assigning to a team, sending a reply, and changing status — into a single action.

Creating a Macro

1. 1. Go to Settings → Macros
2. 2. Click Create Macro
3. 3. Name your macro (e.g., "Refund Approved")
4. 4. Add actions:
   • Send a reply (using a template)
   • Change ticket status
   • Add or remove labels
   • Assign to agent or team
   • Add an internal note
5. 5. Save the macro

Using Macros

When viewing a ticket:

• 1. Click the Macros button in the ticket toolbar
• 2. Select the macro to apply
• 3. All defined actions are executed in sequence

💡 Tip: Create macros for your most common ticket resolution patterns. This dramatically speeds up handling time and ensures consistency across your team.