Macro actions

Actions are the changes a macro makes to the ticket besides writing the reply: tags, status, priority, the agent or team, a snooze, a ticket field or an internal note. They wait until the agent sends the message, so applying a macro and then deleting the text changes nothing.

Lead agents and admins add actions in the macro editor. Every agent who applies the macro gets them.

Add an action#

1. Open the macro in Workflows > Macros, or click Create macro.

2. Under Actions, choose one from Add an action….

3. Fill in what the action needs, using the table below.

4. Add more actions the same way. The arrows on each action move it up or down, and the × removes it.

5. Check the Preview: under "When the agent sends it, the macro also:" it lists each change in plain words.

6. Click Save macro.

If an action is incomplete, for example a tag action with no tags, saving stops and the red box says which action needs what.

The actions#

When two actions change the same thing, the later one wins: a macro that sets the priority to High and then to Normal leaves it at Normal.

What the agent sees#

After an agent picks a macro, the line On send: above the reply box lists its changes, such as Add tags: order-status or Close the ticket. The × at the end of that line removes all of the macro's changes and keeps the text. Single actions cannot be switched off at this point; to skip one, remove the changes and make the others by hand, or keep a second macro without it.

Some combinations to know about:

• Send and close closes the ticket even if the macro's Set status says Open.

• A Snooze action wins over Send and close: the ticket is snoozed, which also takes it out of the open queue until the time is up.

• The macro's changes are logged as the agent's own. Click Show events above the conversation to see them.

A macro with actions but no reply#

A macro can have no reply text at all, for example one that tags a ticket wholesale and assigns it to the Wholesale team. In a ticket, Send needs some text, so apply such a macro while writing an internal note, or use it from the ticket list: select the tickets and choose Apply macro. See Act on many tickets at once.

Rules can apply macros too#

A rule's Apply a macro action writes the macro's reply and makes its changes without an agent. The rule sends as your helpdesk's Automation account, so agent variables such as Agent first name come out as "Automation". See How rules work.

What macros cannot do yet#

• Forward by email and Add attachments appear in the editor but are greyed out. A macro imported from Gorgias or Zendesk keeps such actions under Also in this macro: its files are still attached when it is applied, but a forward is listed as Not applied yet and does not happen.

• Changing the subject and skipping the satisfaction survey are not offered in the editor. Rules can do both, with Change the subject and Skip the satisfaction survey.

• Macros cannot refund, cancel, duplicate or edit Shopify orders, or create gift cards. Order actions are on the order beside the ticket; see Refund, cancel, duplicate and replace orders. Gift cards are made in Shopify.

• Macros cannot call another service (an HTTP hook), so they cannot add points in a loyalty app or add someone to an email list. An HTTP integration can send ticket details to your own service whenever something happens on a ticket, and your service can watch for a tag the macro adds.

• There are no ReCharge subscription actions. Subscription changes are made in that app.