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Create a macro

Write a macro with placeholders and decide who can use it.

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Create

  1. Open Admin Center, Business rules, Macros (shared) or create a personal macro from the macro menu.
  2. Name it. Use categories in the name, for example Returns::Label sent.
  3. Add actions: a public reply or internal note, status, priority, group, assignee, tags, ticket fields.
  4. Choose who can use it: everyone, specific groups, or only you.

Placeholders

Use placeholders to personalise replies, for example {{ticket.requester.first_name}} or {{ticket.id}}. Dynamic content items ({{dc.name}}) insert the text in the customer’s language.

Keep the list tidy

Usage stats show how often each macro is applied. Retire the ones nobody uses.

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