Applying suggested macros to tickets

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Suggested macros help you find macros that apply to the ticket you’re currently working on. These suggestions are based on macros that were applied to similar tickets in the past, and are intended to help you resolve the customer’s request more quickly.

This article contains the following topics:

• Applying a suggested macro from the macros menu
• Applying a suggested macro from Intelligence (Advanced AI only)

Related articles:

• Turning on suggested macros
• Using macros to update tickets
• Macros resources

Applying a suggested macro from the macros menu

When you open the macros menu within a ticket, suggested macros appear at the top of the list of macros. From here, you can apply a suggested macro, or dismiss it if you think the suggestion is irrelevant to the current ticket.

To apply a suggested macro from the macros menu

1. Open a new ticket that was created in a supported channel.
2. Click Apply macro in the bottom toolbar.

   

   If you have the Advanced AI add-on, a red badge appears on the Apply macro menu to help draw your attention when there are suggested macros available.

   

3. In the Suggested for this ticket section, perform one of the following actions:
   • Click a macro to apply it to the ticket. Any text or actions included in the macro aren’t actually saved to the ticket until you submit the ticket update. If needed, you can update the text or adjust the actions before submitting the update. .

     

     If you have the Advanced AI add-on, a confidence level also appears, indicating how likely it is that the macro is relevant to the ticket you’re working on.

     

   • Click the eye icon to preview a macro in a new window. You can see the full text of the macro and any additional actions the macro will perform. From here you can click Apply Macro to apply it right away, or click Cancel to return to the ticket.

     

   • Click the X to remove a macro from the list if it’s not relevant.

     

     This teaches your account to suggest more relevant macros and improves the quality of suggestions over time.

4. (Optional) Click Apply macro again to apply another macro to the ticket, if needed.

Applying a suggested macro from Intelligence (Advanced AI only)

Note: This section applies only if you purchased the Advanced AI add-on before October 9, 2024 and haven’t migrated to agent copilot.

In the Intelligence section of the context panel, you can quickly apply suggested macros to a ticket.

To apply a suggested macro to a ticket from Intelligence

1. With a ticket open in the Agent Workspace, click the Intelligence icon.
2. Click the Macros section to expand it.
3. Hover over the macro you want and click Apply macro.

   

   Alternatively, if you want to see the contents of a macro before applying it, click the options button () and select Preview macro.

   A new window appears, showing the macro's text and other important details. From here, you can click Apply Macro.

   

4. If none of the suggested macros fit the situation, you can click the search icon () to begin searching for any macro that you have permission to see.

   Type your search terms and press Enter. Macros matching your search appear, and you can apply or preview them as described above.

The selected macro’s text and actions are saved to the ticket when you submit the ticket update.