Create a macro

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.

Related

• Macros
• Dynamic content