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 Agent tools > Macros.
2. Click Create macro.
3. Fill in Macro name. See below, because this matters more than it looks. The description underneath it is optional, and worth filling in anyway for anyone who inherits your macros.
4. Under Available for, choose All agents, Agents in group, or Me only. The group option needs Suite Growth or Support Professional and up; below those plans you are choosing between everyone and yourself.
5. Click Add action, pick the action, and fill in what it needs: the comment to insert, fields to set, tags to add, status to change. One click of Add action per action.
6. Click Create.

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.

Public or internal is a second action

Writing the text is the Comment/description action. Whether that text reaches the customer is a separate action, Comment mode, set to Public or Private. Add only the first and the macro inherits whatever mode the agent's editor happens to be in.

That is the common macro mistake: a handover note written for colleagues lands with the customer, because nobody added the second action and one agent had the editor on public.

Test it before sharing

Set it to Me only 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.

Room to do that is not the constraint: an account holds up to five thousand shared macros. Whether your agents can still find anything is the constraint, which is what the naming and the categories are for.

See also

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