You can create a macro from an existing ticket, which enables you to, for example, create a standard response to an issue that has already been addressed.
Agents can only create personal macros from tickets. Administrators can create shared macros from tickets.
The macro actions Comment mode and Comment/description are included in the macro only when you create it from a ticket where you left the last comment.
To create a macro from an existing ticket
- Open the ticket that you want to create a macro from.
- Click the Ticket options menu in the upper right, then select Create as macro.
- Enter a title for the new macro and then modify the actions as needed. You might want to rewrite the comment to be less specific to the original request and more appropriate for reuse.
For more information about macro actions, see Building macro action statements.
- Click Create Macro.
3 Comments
Agents with a role permission to create group macros can also create group macros from tickets, not just personal macros.
Can someone provide a example of how this feature is useful? Thanks
Hi David -
Say that you're a business that sells jackets, and several times a day customers email you to ask what colors the jacket comes in. After the third or fourth time of typing out that the jacket comes in "blue, red, and yellow but not purple," you might want to just make it into a macro that you can apply rather than typing out the same answer over and over. This functionality allows you to take a response you've already typed and generate a macro from it, rather than having to use a text expander, copy/paste, or retyping your answer in the macro creation process.
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