Macros

One way you can improve your agents’ productivity is by using Macros. Macros combine many actions with one click. They can be used to change ticket properties such as status, tags, cc, priority or to insert canned replies.

Using macros

While in a ticket, can click on the lighting bolt button.

Start typing to search for a desired macro or folder by its title. You can also navigate through folders using your mouse or keyboard.

Select an appropriate macro when you've found it.

It will populate the reply text and alter ticket fields. Altered fields will be highlighted in blue.

A Macro doesn't change ticket immediately. You need to submit it to confirm your changes.

Creating macros

In ticket

Suppose we want to create a macro for issues relating reset passwords. Whenever a customer has a problem recovering his or her password, the macro can add a "password reset" tag to the ticket, add a pre-set reply with instructions, and set the ticket status to "Pending". The "Pending" status indicates that confirmation is needed from the user that the password was set successfully.

  1. Open the desired ticket you wish to add a macro to.
  2. Click the lighting bolt button. Scroll to the bottom and select Manage Macros.
Tip: You can use placeholders in macro replies. Click Show placeholder details under the message box to see available placeholders. Alternatively, you can refer to the Helprace placeholder guide.

Manage macros

Point to the   Wrench and select Macros to manage all your macros. You can edit, delete them, place them in folders. Macros are automatically arranged in alphabetical order.

Macro actions

Macro actions are the events that take place when the macro is executed. Here is a complete list of them:

Ticket Property Action
Status

Sets ticket status as:

Open - ticket was modified or assigned to an agent

Pending - ticket was answered, awaiting a response from user

On-hold - ticket is still "open" but an agent is waiting on 3rd party

Solved - the agent or user considers the ticket resolved

Closed - tickets can only be set "closed" by the system

Subject Sets ticket subject as specified
Requester

Sets who requested the ticket

(Current User) - The last person who made any changes to the ticket. This person may be any staff member, not necessarily who the ticket is assigned to.

(Assignee) - The individual who is set as the assignee.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Assignee

Sets who is assigned to the ticket

(Current User) - The last person who made any changes to the ticket. This person may be any staff member.

(Requester) - The individual who is set as the requester. If a staff member created the ticket on behalf of a requester, the requester's name will be displayed.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Team

Sets a Team assigned to the ticket

CC: Set

Sets specified cc or a list of ccs

CC: Add Adds specified cc or ccs to existing
CC: Remove

Removes cc or ccs from existing

Ticket: Type

Ticket type is set to:

Ticket - support ticket

Question - request in a form of a question

Problem - request in a form of a problem

Incident - an incident needing to be addressed

Task - actions needing to be done

Priority

Sets ticket priority to Low, Normal, High or Urgent.

Type Sets ticket type to Ticket, Question, Problem, Incident or Task.
Tags: Set Sets specified tag or a list of tags
Tags: Add Adds specified tag or tags to existing
Tags: Remove Removes tag or tags from existing
Reply Sets Reply message as specified. Placeholders supported
Internal Note Sets Internal Note message as specified. Placeholders supported.
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