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
• Creating macros
• Macro actions

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: