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.
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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
- Open a new ticket that was created in a supported channel.
- 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.
- 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.
- 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. .
- (Optional) Click Apply macro again to apply another macro to the ticket, if needed.