Helpdesk Macros

What Are Macros?

Macros are pre-canned response and action templates. When you apply a macro, its body is pasted into the reply composer and optional actions (change status, set priority, add tags, assign to you) are applied to the ticket automatically. This dramatically speeds up repetitive responses.

Using a Macro

1. Open a ticket and go to the Reply composer.
2. Click the lightning bolt (⚡) icon or the Macros button.
3. The macro picker opens. You can search by name.
4. Click a macro to apply it. The body is inserted into the composer (you can edit it before sending). Any configured actions are shown in a preview banner — confirm to apply them.

Creating a Macro

Only ADMIN and MANAGER roles can create macros.

1. Go to Admin → Helpdesk → Macros.
2. Click + New Macro.
3. Fill in:
   • Name — shown in the picker. Keep it short and descriptive (e.g. "Password Reset Acknowledgement").
   • Description — optional, shown as a tooltip.
   • Target — where the body goes: Public Reply, Internal Note, or Either (agent chooses at apply time).
   • Body — the template text. Use $variable placeholders (see the Ticket Comments & Replies article for the full list).
   • Sort order — lower numbers appear first in the picker.
4. Optionally configure Actions:
   • Set status (e.g. move to "Awaiting Customer")
   • Set priority
   • Change ticket type
   • Add tags
   • Assign to me
5. Click Save.

Editing & Archiving Macros

From the macro list (Admin → Helpdesk → Macros), click the three-dot menu on any macro to edit or archive it. Archived macros no longer appear in the picker but are retained for historical reference.

Example Macros

Password Reset Acknowledgement

• Body: "Hi $contact.firstName, thank you for getting in touch. We have initiated a password reset for your account and you should receive an email within the next 5 minutes. Please check your spam folder if you do not see it."
• Target: Public Reply
• Actions: Set status → Awaiting Customer

Close — Resolved Without Response

• Body: "This ticket has been automatically closed after 5 days without a response. If you still need assistance, please reply to this email or open a new ticket."
• Target: Public Reply
• Actions: Set status → Closed

Escalate to Tier 2

• Body: (empty — internal note)
• Target: Internal Note
• Actions: Set priority → High, Add tag → "escalated"