Macros: apply several ticket actions at once

Macros let you run a set of ticket actions in one click: insert a prepared reply or internal note, change status and priority, assign the ticket and add tags.

Create a macro

1. Go to Settings > Macros.
2. Click New macro, give it a name and choose whether it is shared with the workspace or private to you.
3. Pick the actions: reply text, internal note, status, priority, assignee and tags.
4. Save.

Use a macro Open a ticket, click the Macro button above the editor and pick the macro. Ticket fields are updated immediately, while any prepared text is inserted into the editor so you can review and edit it before sending. Nothing is sent to the customer automatically.

Who can manage macros Shared macros are visible to the whole workspace; they can be edited or deleted by their creator and by admins/owners. Private macros are only visible to you.