Jonas Brenig

I do agree, Macros should support this.

Our usecase

We are handling text and talk requests with the same agent(s).
I want to create a macro that the agent can use to "Put on Call Queue".
The macro should do the following:

- set the custom field phone_group = "default"

Now the user could in addition to that override that field with the actual person they would like to talk to. This way we could then have a view that groups each ticket by the phone_group that let's the user quickly see all the open tickets that are relavant for a conversation via phone for that particular group.
Thus not requiring many different calls throughout the day but rather having one batch call where we can clarify all the open topics.

Does this make sense?
Let me know if I should clarify anything here.

Of course in this case the user can just directly edit the custom field's value without using a macro at all, but once you want to have additional actions that should be taken, you want to actually make sure that all of them happen, so use a macro...

Thank you for taking the time.

- Jonas

We need this as well! :-)