For Operators

Macros

A macro is a ready-made set of actions you apply to a ticket in one click. It saves time on typical requests.

Applying a macro

In a ticket, click “Macros” above the reply field or press Ctrl/Cmd+Shift+M — the project's macro list opens. Icons under each macro's name show what it will do. Click a macro and all its actions run right away.

What a macro can do

Send a reply to the customer — or add that text as an internal note
Change the status: “New”, “Open”, “In Progress”, “Resolved” or “Closed”
Assign an operator
Transfer the ticket to a department
Add or remove tags
In a BILLmanager ticket — suspend, resume or reboot the customer's service, prolong it for free or add a bonus to the balance

A macro with actions in BILLmanager

Such a macro has a BM mark in the list. A click doesn't run it right away: a window shows each step and its exact effect — “Prolong service VPS #632 until 08.10.2026 (+7 d)”, “Add 500.00 € to the balance of Sergey”, “Suspend service VPS #632”. If the reply has variables, the window also shows how it will reach the customer. The macro runs only on Run; clicking again won't run it a second time.

If a step can't go — no permission, no service on the ticket, a limit exceeded, the module in BILLmanager forbids it — the window gives the reason and the macro doesn't run at all: nothing in the ticket changes.
If the service data changed while the window was open (say, the customer paid), the window shows the new values and asks you to confirm again.
BILLmanager actions run last, after the reply, the status and the rest. If a step fails, the following BILLmanager steps don't run, and you get a report: what was done, what wasn't and why. If BILLmanager didn't answer in time, the result is marked “unknown” — check the service in BILLmanager before trying again.
Each action in BILLmanager leaves an internal note in the ticket saying who did what.

Macro example: “Close as Resolved”

Macro: "Close as Resolved"
Actions:
  1. Send reply: "Glad we could help! If you have any other questions, feel free to reach out."
  2. Change status: Closed
  3. Add tags: resolved

“Closed” from a macro closes the ticket the same way as the Close button: the customer gets a closing message and, if enabled, a request to rate the ticket. See Macros: automation.

Permissions are checked for the whole macro before its first action. Anyone can apply a note, closing (“Resolved”, “Closed”), reopening to “Open” and tags. A reply to the customer, assigning an operator, a department transfer and other status changes need the same as the matching buttons: the ticket is yours or unassigned (the owner and admins — any ticket). If any action isn't allowed for you, the macro doesn't run at all and you see the reason. See Ticket assignment.

Macro example: “Transfer to Billing”

Macro: "Transfer to Billing"
Actions:
  1. Send reply (internal note): "Handed over to billing"
  2. Transfer to department: Billing
  3. Add tags: billing

Macros are shared by the whole project: owners and admins create them in Settings → Macros, and any operator can apply them, within their rights on the ticket (see above). There are no personal macros. For setup details, see Macros: automation.

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