Macros
Answer the common questions in seconds.
Shipping delay
Tags shipping, assigns Orders
Shipping to Canada
Tags pre-sale
Write the reply once and reuse it. A macro fills in the customer's name and their latest order, then tags, assigns or closes the ticket as it goes.
- Customer and agent names
- Shopify order details
- Tags and teams
- Snooze and status
Why it matters
Less typing, the same care
Typing the same answer all day
One click fills it in
The customer's name, order number and tracking link go in for this ticket.
Tags and status forgotten after replying
The bookkeeping happens too
A macro can tag, assign, set the status and snooze as it sends.
Every agent wording it differently
One answer the whole team uses
Leads keep the library; agents use it and edit where a customer needs more.
A saved reply that knows who it is for
Write the reply with fill-ins for the customer's name, your name and details from their store: the latest order number, its status, its tracking link.
Each time someone uses the macro, the helpdesk puts in the values for that ticket before it sends, and the composer shows the result first.
Hi {{ticket.customer.firstname}},
Your order {{ticket.customer.integrations.shopify.orders[0].name}}
is on its way. You can follow it here:
{{ticket.customer.integrations.shopify.orders[0].fulfillments[0].tracking_url}}
{{current_user.firstname}}
→ Hi Maya,
Your order #1042 is on its way. You can follow it here:
https://track.example/1Z999AA10123456784
AnaFind the right answer as you type
Search your macros by name from the composer, look at the filled-in preview, and insert it. Edit the text before you send if this customer needs something different.
Shipping delay
Tags shipping, assigns Orders
Shipping to Canada
Tags pre-sale
Tracking link
Closes the ticket
Macro text
Hi {{ticket.customer.firstname}}, thanks for waiting. Your order is with the carrier and we have asked them to trace it. We will write again by Thursday.
{{current_user.firstname}}
Also does
- Add tag shipping
- Assign team Orders
Preview for this ticket
Hi Maya, thanks for waiting. Your order is with the carrier…
The reply and the bookkeeping in one click
A macro can add or remove tags, set the status or priority, assign a person or team, snooze the ticket, fill in a ticket field, add an internal note or change the subject.
So “Shipping delay” answers the customer, tags the ticket, hands it to Orders and snoozes it until Thursday in one step.
Hi, order #1042 said 3 to 5 days and it has been a week. Tracking hasn't moved since Monday. Can you check where it is?
Carrier shows it at the regional hub since Monday. I asked them to trace it.
Stop typing the same answer
Start with the questions you get most
Where is my order, how do returns work, can I change my address: write those first and the rest of the library follows.
Tag as you answer
A tag on every macro means views and reports know what each ticket was about without anyone filling anything in.
Rules can use them too
A rule can send a macro by itself, so an order-status question gets its first answer before an agent opens it.
One voice for new agents
New people send the same tested answers from day one and edit them where a customer needs more.
Brought over in the import
Moving from Gorgias, your macros come across with your tickets, tags, views and rules.
Managed by leads
Lead agents and admins create and edit macros; agents use them.
Questions
Bring your macros with you
Book a 45-minute call, or bring your history over from Gorgias with the import.
A week in support
Questions it answers
Each card opens the part of the helpdesk that handles it.
Can we stop typing the same shipping-delay answer forty times a day?
Pick a macro and the reply fills in the customer's first name and yours, then tags the ticket and hands it to the right team.
MacrosSee howCan returns go straight to the returns team?
A rule reads each new ticket, tags it by what the customer wrote, and assigns it to a team before anyone opens it.
RulesSee howWhich customers have been waiting longest with nobody on their ticket?
A view of open, unassigned tickets sorted by the oldest customer message, shared with the team that should pick them up.
ViewsSee howWhich agents and topics get the best scores from customers?
Each closed ticket can send a one-question survey. Scores and comments roll up by agent and by tag.
Satisfaction surveysSee howCan our warehouse app hear about every new ticket?
An HTTP integration posts to your URL when a ticket is created or updated or gets a new message.
WebhooksSee how