Using Macros in Tickets
Macros are a set of actions which can be applied to support tickets. The actions include sending emails, creating tasks and updating a field in the tickets. Once created, macros can be applied manually to the tickets. This saves a lot of your time and effort as otherwise you need to individually perform each of the actions in a macro.
You can create a macro by yourselves (profile permission required) or ask your Support Manager to create one. Macros can be created under Setup >> Automate >> Macros. Also, macros are specific to a department and you need to recreate a macro when required in the other departments.
Here is how you can run a macro:
- Open a ticket in its detail view for which you want to run a macro.
- Click the
icon from the top-right section of the ticket header. - Click Macro from the drop menu.
- Select a macro from your list of macros.
The action defined in the macro will be applied. You will be redirected to the ticket's History page, where you can review the actions that were performed by the macro. Please note that you cannot apply a macro to a bunch of tickets from the ticket List View.
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