Ticket macros

A macro is a saved set of steps you can run on a ticket with one click, for example "Password reset done": reply to the requester, set the status to Resolved and log 10 minutes. Manage macros from Ticketing → Macros in the sidebar, and run them with the Macro button on a ticket or on the ticket list. Macros come with the Ticketing module.

What a macro can do

Add steps in the order you want them to run:

• Public reply — a reply the requester can see. It is emailed to them unless you turn email off for that step.
• Internal note — a note only your team can see.
• Set status — resolving or closing needs a closing note, written in the step.
• Set priority.
• Set a field — queue, category, issue type, sub-issue type, work type, on-hold reason, type or source.
• Assign — to whoever runs the macro, to a person you pick, or to nobody.
• Follow the ticket — whoever runs the macro gets updates on it.
• Log time — 1 to 1,440 minutes, billable unless you untick it.
• Set a due date — a number of hours from when the macro runs.

A macro can have up to 20 steps. Replies, notes and time can appear more than once; each other kind of step only once (one per field for Set a field).

Filling in ticket details

Replies, notes and closing notes can include placeholders. Click a chip in the editor to insert one:

• {{ticket.number}}, {{ticket.subject}}, {{ticket.status}}, {{ticket.priority}}, {{ticket.queue}}
• {{requester.name}}, {{requester.firstName}} (shows "there" if the ticket has no requester)
• {{company.name}}
• {{agent.name}}, {{agent.firstName}} — whoever runs the macro

A misspelt placeholder is left as typed, and the preview warns you about it before anything is sent.

Running a macro

Open a ticket and click Macro. Your most used macros are at the top, then every macro by folder. Pick one to see exactly what it will do to this ticket, with the text filled in. Steps that would change nothing, such as setting a priority the ticket already has, are crossed out and skipped. Click Run to apply it.

When a macro replies and changes the status in one go, the reply goes out first, so the client reads it before the "resolved" email. Changes made by a macro follow the same rules as changes made by hand: SLA timers, notifications, the audit trail and ticket automations all run as usual.

Running on many tickets

On the ticket list, select up to 100 tickets and choose Macro in the selection bar. The preview is shown for the first ticket. After the run you see how many tickets it worked on and the reason for any that failed, with links to them.

Shared and personal macros

• Shared macros are for the whole team. Administrators and engineers can create, change, share and unshare them.
• Personal macros are only seen and changed by the person who made them.
• Duplicate any macro to get your own personal copy to change.

Put macros in folders to keep the list tidy, and switch a macro off to hide it from the picker without deleting it.

History

Every run is recorded. The macro picker on a ticket shows which macros have already been run on it and by whom. Open a macro on the Macros page to see its recent runs, each linking to its ticket.

Analytics

The Analytics tab shows, for the last 7, 30 or 90 days:

• Top macros — runs, failures and how many people used each one.
• Trend — runs per day.
• By agent — who runs macros most.
• Failed runs — what went wrong, so you can fix the macro.
• Unused — switched-on macros nobody has run in the period, so you can tidy them up.