Using Macros in Tickets
Macros are a set of actions which can be applied to support tickets. The actions include sending emails, creating tasks and updating a field in the tickets. Once created, macros can be applied manually to the tickets. They save a lot of your time and effort as otherwise you need to perform each of the actions in a macro individually.
You can yourselves create a macro (profile permission required) or ask the support manager to create one. Macros can be set up under Automation settings, in Setup. Please keep in mind that macros are specific to a department and you need to recreate a macro when required in the other departments.
To apply a macro:
- Open the ticket in which you want to run a macro.
- Click
Apply Macro at the bottom of the Ticket Details page.
- Select a macro from the list.
The actions defined in the macro is applied. You will be taken to the ticket's History tab, to review the actions of the macro.
Applying Macro to Multiple Tickets
You can also apply a macro to multiple tickets at once. It will help save you a lot of time that you would have spent applying them individually.
To apply a macro to more than one ticket:
- Open one of your ticket views and select the tickets in which you want to run a macro.
- Click Macro from the mass actions list.
If you are in the Work Mode, click the Macros icon () at the top of the column.
- Select a macro from the list.
The actions defined in the macro will be applied to the tickets.
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