Macros are one-click shortcuts that apply preconfigured actions to a ticket. They were ideal for repetitive tasks—like tagging, assigning, closing, or sending canned responses—saving you valuable time.
What Can a Macro Do? #
A macro might:
- Change the ticket state or priority
- Assign the ticket to a group or Officer
- Add a predefined note
- Apply tags or other field changes
If you find yourself repeating the same steps on multiple tickets, ask your account manager to create a macro for it.
Using Macros on a Single Ticket #
Within a ticket:
- Click the Update menu
- Select the macro you want to apply
💾 Applying a macro also saves the ticket. Any other changes you made (replys, assignments, etc.) will be submitted at the same time.
⚠️ Importer: If the macro includes a message or note, it will override any unsaved message in the composer. To be safe:
- Apply your reply before running the macro, or
- Apply the macro first, then write your message
Using Macros in Bulk #
To apply a macro to multiple tickets:
- Open an Overview
- Select the tickets
- Drag them into the Run Macro drawer
- Drop them onto the desired macro
🧠 Macros applied in bulk do not open ticket views—they run directly from the overview.