Creating Macros

Build reusable response templates to speed up your workflow.

What Are Macros?

Macros are pre-built responses that can:

Insert templated text
Perform actions (status changes, tags, assignments)
Combine text + actions in one click

Creating a Macro

Step by Step

Go to Settings → Macros
Click + New Macro
Enter a name
Build your macro content
Add any actions
Save

Quick Create from Ticket

Write a response in a ticket
Click Save as Macro (dropdown)
Name your macro
Done!

Macro Components

Text Content

Write your response template:

Hi {{customer.first_name}},

Thank you for reaching out. I'm happy to help with your question about {{ticket.subject}}.

[Your response here]

Best regards,
{{agent.first_name}}

Actions

Macros can perform these actions:

Action	Description
Set Status	Change to Open, Pending, Resolved, Closed
Set Priority	Change to Low, Medium, High, Urgent
Assign	Assign to specific agent or team
Add Tags	Apply one or more tags
Remove Tags	Remove specific tags

Variables

Insert dynamic content using variables:

Customer Variables

Variable	Output
`{{customer.first_name}}`	John
`{{customer.last_name}}`	Smith
`{{customer.email}}`	john@example.com
`{{customer.name}}`	John Smith

Ticket Variables

Variable	Output
`{{ticket.id}}`	#12345
`{{ticket.subject}}`	Order question
`{{ticket.status}}`	Open
`{{ticket.priority}}`	High

Agent Variables

Variable	Output
`{{agent.first_name}}`	Sarah
`{{agent.last_name}}`	Jones
`{{agent.email}}`	sarah@company.com

Organization Variables

Variable	Output
`{{org.name}}`	Acme Inc
`{{org.support_email}}`	support@acme.com

Organization vs Personal

Personal Macros

Only you can see and use them
Good for your own workflow shortcuts
Created by default

Organization Macros

Available to entire team
Ensures consistent responses
Requires admin permissions

To make a macro organizational:

Edit the macro
Toggle Share with organization
Save

Best Practices

Name clearly: Use descriptive names like "Refund - Approved" not "Macro 1"
Use variables: Make responses feel personal
Keep current: Review macros quarterly for outdated info
Organize: Use categories to find macros quickly
Combine wisely: Don't overload with too many actions

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