Creating a macro

Building a macro, choosing who can use it, and the two settings that decide whether your team can find it later.

Building a macro, choosing who can use it, and the two settings that decide whether your team can find it later.

Create a macro

1. Open Admin Center, then Workspaces, then Macros.
2. Click Create macro.
3. Give it a name. See below, because this matters more than it looks.
4. Choose who it is available to: everyone, a group, or you alone.
5. Add the actions: the comment to insert, fields to set, tags to add, status to change.
6. Save.

Name it so it can be found

Agents search macros by typing a few letters, so the name is the search term. Name it after the situation the agent is in, not the internal process: "Password reset instructions" rather than "PW-RST-01".

Using two colons in a name creates a category, so "Billing::Refund approved" files the macro under Billing. That is how teams with fifty macros keep them navigable.

Comment mode

A macro's comment can be public or internal. Getting this wrong is the common macro mistake: a handover note written for colleagues, set to public, goes to the customer every time anyone uses it.

Test it before sharing

Make it available to yourself first, apply it to a real ticket without submitting, and read what it produced. Then widen it. A macro shared with everyone on the first save is a mistake distributed at speed.

See also

• Organising macros with categories
• Using placeholders in a macro
• Why my macro does not set the field