Macros: Automation

A macro combines several actions into one operation. Owners and admins set macros up in Settings → Macros, and any operator can apply them to any ticket they can access by department, within their rights on the ticket (see below).

Creating a macro

• In Settings → Macros, click “Create Macro” and enter a name and, optionally, a description.
• “Send Reply” — text that goes to the customer. With “Internal Note” ticked, the text is added as a note for the team instead of a reply.
• “Change Status” — “New”, “Open”, “In Progress”, “Resolved” or “Closed”.
• “Assign Operator” and “Transfer to Department” — the operator and the department are picked from lists. The department transfer is only there if the plan includes departments.
• “Add Tags” and “Remove Tags” — comma-separated tag lists.
• The “Move up” and “Move down” buttons set the order macros appear in for operators. The “Usage count” shows how many times a macro was applied.

How a macro runs

An operator picks the macro from the “Macros” list above the reply field or with Ctrl/Cmd+Shift+M. The actions run right away, in this order: reply or note, status, operator assignment, department transfer, tags.

Before the first action, permissions are checked for the whole macro, by the same rules as the ticket's buttons. A note, closing (“Resolved”, “Closed”), reopening to “Open” and tags are open to everyone. A reply to the customer, assigning an operator, a department transfer and other status changes work only if the ticket is yours or unassigned (the owner and admins — in any ticket). If any action isn't allowed, none of them runs: the API answers 422, and the operator sees “Failed to run macro”.