Anand Lall

Getting things done faster with macros

Last updated
Available in
  • Starter
  • Professional
  • Business
  • Enterprise

Macros automations let you execute a series of actions to a single ticket at once. They can help you to quickly handle recurring support requests or tickets. For example, you could create a macro to change a ticket priority to high, assign that ticket to a specific group or agent, send an email or SMS response to the customer or agent and many more. 

Macros also allow you to set up a series of automatic responses to otherwise tedious and time consuming tasks. Rather than spending time completing the same ticket request repeatedly, you can use the macros as a convenient way for you to automate task responses which would otherwise have your agents engaged.

Setting up a macro

  1. Login to your helpdesk as an administrator.
  2. Go to the Admin Page.
  3. Select the Macros option.
  4. At the Top Right of the page, click on the drop down menu and select Add Macro.
    Image title
  5. Enter a unique name and description for the new macro and then modify the actions as needed. Image title
  6. Note: Each macro you have setup can execute up to a maximum of 8 unique actions at a time. Example; you cannot add multiple Set status as action in a single macro. while you will be able to do it in the front interface, your helpdesk will not allow you to save the macro.
  7. Save the macro and thats all.

Executing a macro

  1. Open the ticket that you would like to execute the macro on.
  2. At the Top Right of the page, click on the drop down menu and select Macros.
    Image title
  3. Once the macros popup modal has opened, locate the macro that you would like to execute and click on the Execute button.
2 of 3 found this helpful

Can you give us your feedback so we can improve this article?

Why you did not find this article helpful?

Have more questions?


Sign In to post a comment