About
While responding to customers, your agents might find they are performing the same repetitive and monotonous tasks every time they craft a Ticket, like greeting customers or answering the same questions repeatedly.
A Macro is a prepared response that an agent can create and then manually apply to Tickets they are creating or responding to, lowering the average handling time and improving customer satisfaction.
How to Create a Personal Macro
How to Apply a Macro to a Ticket
How Macros Work
Macros are templates your agents can build and later be applied to a Ticket to provide consistent, informational responses to frequently asked questions.
Using Macros can prevent human error and save your Agents time, as they will no longer be required to write a brand new response to each Ticket they are assigned, giving them more time to solve other Tickets. Multiple Macros can be applied to a single Ticket as well.
Many Tickets can be solved quickly with a Macro response, typically for common issues like how to add a new user. Once a Macro is applied, the agent will be able to edit, change, and amend the content before the Ticket is submitted so it can be personalized as needed.
Macros can be applied to multiple Tickets using bulk editing. Users must select a status to be applied to each Ticket included in the bulk edit. Macros cannot be applied to Closed Tickets.
Macros are active by default, but can be set to inactive to prevent them from being used further. Macros can be deleted, but they cannot be restored through the recycle bin.
Personal Macros
Personal Macros are built by individual agents for their own use and can be accessed in their User Settings. Admins can view other user’s Personal Macros by going to System Settings > Shared Macros, then clicking the Settings dropdown.
Actions
Macros can use the follow fields to create Actions:
- Add Tags
- Add BCC
- Add CC
- Contact
- Delete Tag
- Internal Note
- Owner
- Priority
- Public Reply
- Source
- Status
- Subject
- Type
List View Filters
There are two List View filters available for Macros: Active Macros and Inactive Macros. The columns of these views are:
- Macro Name - The name of the Macro, which is hyperlinked. Clicking on this link will direct the user to the Macro’s edit page.
- Category - The category the Macro has been assigned during the Macro creation or editing process. Macros can be sorted into categories to help users find the right Macro to use to solve an issue.
- Available For - Displays which users have permission to use the Macro.
- Usage (Last 7 Days) - This column tallies how many times the Macro has been used within the last week.
- Three dots menu - This menu gives users the options of editing and deleting the Macro.
How to Create Personal Macros
- Go to User Settings > Personal Macros.
- Click Add Macro.
- Enter the following field information:
- Macro Name - Give the Macro a unique, descriptive name.
- Description - Provide a description of the Macro and what problems it helps solve.
- Category - Type out the name of the category that the Macro should be a part of.
- Active Checkbox - When the box is checked, the Macro will be available for your agents to use.
- Under Actions, select Public Reply from the Field Name dropdown. In the text box that appears, start building your Macro template.
- Click the Insert Field button to add placeholder fields (merge tags).
- Click Add Action and configure any other Actions needed. For example, you may want to add or remove tags or update the Ticket’s status.
- Click Save Macro.
How to Create a Shared Macro
- Go to User Settings > Personal Macros.
- Click Add Macro.
- Enter the following field information:
- Macro Name - Give the Macro a unique, descriptive name.
- Description - Provide a description of the Macro and what problems it helps solve.
- Category - Type out the name of the category that the Macro should be a part of.
- Active Checkbox - When the box is checked, the Macro will be available for your agents to use.
- Under Actions, select Public Reply from the Field Name dropdown. In the text box that appears, start building your Macro template.
- Click the Insert Field button to add placeholder fields (merge tags).
- Click Add Action and configure any other Actions needed. For example, you may want to add or remove tags or update the Ticket’s status.
- Click Save Macro.
How to Apply a Macro to a Ticket
To apply a Macro to a Ticket, open a Ticket record and click the lightning bolt A icon in the sidebar to the right of the text editor or by clicking on the same icon below the text editor.
When this icon is clicked, the Apply Macro sidebar is opened. The search bar can be used to locate a specific Macro.
Below the search bar, the Suggested Macros will populate. This section will display the latest 3 Macros the agent used, then the most popular 3 Macros the agent used in the past 30 days (excluding any that were included in the first 3 Macros listed).
How to Apply Macros in Bulk
When applying macros in bulk, an internal note or public reply will be applied to all selected tickets. After selecting a macro, the comment will be populated with content from that macro, which the user can edit as needed. If the macro has been set to internal note or public reply prior to the bulk apply process, it will be set to match by default.
Altering the content of the comment will not save back to the macro itself; edits will only be reflected on the comments that are bulk applied to the selected tickets.
Users can also change the subject line of all selected tickets in this process. If left as is, the tickets will keep their original subject lines.
When finished, users can update the status of the ticket through the Submit button dropdown.
- Open the Tickets object.
- Check the checkbox to the left of any of the tickets in the list. Click the Apply Macro button.
- Select a Macro from the dropdown.
- Enter a new Subject line if needed.
- Select Public Reply or Internal Note.
- Click the Submit button to submit the bulk macro without updating its status. Otherwise, click the dropdown button on the right of the Submit icon and select one of the following:
- Submit as Open
- Submit as Pending
- Submit as On Hold
- Submit as Solved