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Macros

Saved replies and field changes you apply in one step.

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A macro is a saved set of actions: a reply text, plus changes such as status, group, tags or fields. Agents apply it to a ticket, or to many tickets at once.

Apply a macro

On a ticket, press Ctrl+Alt+M (or Cmd+M on a Mac).
Type to search. Suggested macros at the top are the ones agents used on similar tickets.
Choose one. Check the result, then submit.

Nothing is saved until you submit, so you can still edit the reply.

In bulk

Select tickets in a view and choose Apply macro from the bulk actions.

Create a macro

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