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
- Go to Settings → Macros
- Click Create Macro
- Name your macro (e.g., "Refund Approved")
- Add actions:
- Send a reply (using a template)
- Change ticket status
- Add or remove labels
- Assign to agent or team
- Add an internal note
- Save the macro
Using Macros
When viewing a ticket:
- Click the Macros button in the ticket toolbar
- Select the macro to apply
- All defined actions are executed in sequence
Example Macros
| Macro Name | Actions |
|---|---|
| Refund Approved | Send refund confirmation email → Add "Refunded" label → Close ticket |
| Escalate to Manager | Assign to manager → Add "Escalated" label → Add internal note |
| Spam | Mark as spam → Close ticket → Block customer |
💡 Tip: Create macros for your most common ticket resolution patterns. This dramatically speeds up handling time and ensures consistency across your team.