Improve productivity with macros

Macros can be used to perform multiple actions with a single click. For example, a password instructions macro can:

  • Send an email with password reset instructions
  • Add a Password label so the team can track how often they get such requests
  • Update the state of the ticket to Closed

Macros can be run on a single ticket from the action bar or on multiple tickets from the bulk action bar. Just start typing the name of the macro and select from a list of matching options.

Managing macro configuration

Add and update macros from the admin area.

From the top right navigation bar, click the cog icon

Click Inboxes

For a specific inbox, click Macros

Creating a new macro

From the top right of the macros tab, click the Add Macro button

Here, you can name the macro and setup actions

Adding Actions

Add actions by clicking Add a new action

Currently, macro actions can:

  • Update state
  • Update assignee
  • Update subject
  • Add a label
  • Remove a label
  • Clear all labels
  • Send a reply using a canned response
  • Add a note using a canned response