Plan requirement
| Subscription | Any plan |
| Access | Agent |
A macro applies a set of changes to a ticket in one click. It is the difference between typing the same answer daily and not.
What a macro can do
More than insert text, which is what most people assume. A macro can also set the status, assign a group or agent, change fields, and add tags. That combination is what makes it useful: the reply and the bookkeeping in one action.
Everything a macro sets is a suggestion until you submit. You can edit the inserted text, change what it set, or undo it entirely before saving.
Macro or trigger
The distinction people mix up. A macro is applied by a person, deliberately, on one ticket. A trigger runs by itself whenever its conditions are met.
If the answer is "always do this when X happens", that is a trigger. If it is "an agent decides this is the right response", that is a macro.
When to make one
- You have typed roughly the same thing three times this week.
- A common request needs several fields set, and people forget one.
- A handover always needs the same group and internal note.
When not to
Macros for answers that need real thought produce replies that read as though nobody read the question, because nobody did. The test is whether an agent still has to edit it substantially. If so, the macro is doing harm rather than saving time.
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