How to Create and Utilize Ticket Macros in BoldDesk
Ticket Macros are pre-configured action templates that help support teams perform common actions, like adding notes or updating ticket statuses with a single click. Automating repetitive tasks saves time and ensures consistent responses.
Benefits of Ticket Macros
- Time saving: By automating repeated tasks, agents don’t have to type the same response repeatedly, thus saving time.
- Consistency: It ensures that customers receive the same answers every time, making the service more reliable.
- Efficiency: It allows agents to focus on solving problems instead of performing routine tasks, leading to a more productive team.
- Improved collaboration: Teams can share macros, allowing everyone to follow the same process and improving teamwork.
Check out this video tutorial for more details.
Ticket Macro Permissions and Accessibility
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Enabling the Manage macros permission allows you to perform all the actions on macros. These include adding, editing, activating, and deactivating macros. The actions automatically apply to macros across all access types.
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The Allow agent to use macros permission limits agents to using macros with Private Scope only. Agents can create, edit, activate, and deactivate macros, but only on those specifically set for private access.
How to Create Ticket Macros
Follow the given steps to create the ticket macros:
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Go to the Admin > Ticket Macros > Add Macro.
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Enter the macro Name and Description.
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Choose the appropriate access level to determine who can use the macro. Ticket Macro offers four types of Access Scope, as shown below.
Access Scope Use Cases Private Only the creator can create, access, and use the macro for any ticket. Public All active agents can use the macro for any ticket with Public Access Scope. Selected Agents Only selected agents can use the macro for any ticket. Selected Groups Only the members of the chosen group can use the macro for any ticket. -
Set the actions that need to be performed as required.
- You can select a maximum of 25 actions and create a maximum of 5 activities, including the 25 actions.
- When creating ticket macros in BoldDesk, always ensure you use the correct placeholders in the supported format for each action. Incorrect or unsupported placeholders can cause verification errors and prevent the macro from being saved successfully.
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Click Add to save the macro.
- Macros are used exclusively for ticket fields. They cannot be used to update external systems, including sending Slack notifications or creating Jira tickets.
- Image support within macro descriptions is not currently available. This includes inserting images through copy-and-paste, which is also unsupported.
- BoldDesk automation rules and macros support setting ticket visibility only to Private. Changing a ticket’s visibility from Private to Public is not supported through automation and must be updated manually.
Use Cases for Macro Event Types
| Macro Event Type | Use Case |
|---|---|
| Set Status | Automatically updates the ticket status to streamline workflow. |
| Add Tag | Adds predefined tags to categorize or filter tickets for reporting and automation. |
| Set Assignee | Assigns the ticket to a specific agent to ensure proper ownership and follow-up. |
| Add Note | Inserts an internal note for agents, useful for collaboration or context sharing. |
| Add Reply | Sends a predefined response to the requester, ensuring consistency and saving time. |
| Set Priority | Updates the ticket priority to reflect urgency. |
| Set Type | Modifies the ticket type for classification. |
| Add Activity | Logs a new activity related to the ticket, useful for tracking actions. |
| Send Email | Sends an email to specified recipients (Event Performer creator, Assigned agent, previously assigned Agent, Requester, CC, and All users), useful for alerts or updates. |
| Set Custom Field | Updates custom fields with specific values. |
How to Apply a Ticket Macro
To apply the ticket macro, follow the below steps:
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Open the ticket to be updated and click Macros.
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Select the preferred macro from the All Macros list.
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A dialogue window will display. Click Preview to view actions (read-only) that will be performed. In preview mode, the macro information will appear as read-only, as you can’t add, remove, or change any actions in the macro. If you need to make changes, go back to the Manage Macros page. Alternatively, you can update a ticket field manually after the macro has been applied.
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Click Apply to execute the macro.
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In the ticket History section, you can view the properties of the ticket that have been updated by a macro.
How to Bulk Update Tickets with Macros
To bulk update tickets using macros, follow these steps:
Standard Bulk Update
- On the ticket list page, select multiple tickets.
- Click Macros and choose a macro.
- The macro is applied to all selected tickets.
Filtered Bulk Update
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Set ticket page count on your profile page and adjust the ticket page count based on your preference (up to a maximum of 100 is allowed).
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Apply filters to narrow down tickets.
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Select all filtered tickets and apply macro.
How to Edit Ticket Macros
To modify the ticket macro, follow these steps:
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Navigate to Admin > Ticket Macros.
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Click the Edit icon next to the macro you want to modify.
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Make the necessary changes and click the Update button.
- In BoldDesk, you can create up to 5,000 macros in both the Momentum (Legacy) and Enterprise plans.
- Macros are not automated; they are executed manually.
- The Apply Macro page will display the most recently and frequently used macros at the top.
- When you apply a macro to a ticket, any related prompts in the event trigger, SLA, and Webhooks will be triggered automatically.
- If the ticket reply was added after macro execution, an agent can make the changes if required, but no email will be sent.
- By default, email notifications are sent for public notes. However, these notifications can be turned off if they are not required.
Troubleshooting Ticket Macros
Agent cannot create/edit macros beyond Private scope
- Likely cause: Agent has Allow agent to use macros but does not have Manage macros.
- Resolution: Grant Manage macros to allow managing macros across all access scopes.
Emails are not sent when a macro adds a public note
- Likely cause: The “Ticket Public Note Added” email event is disabled under both the Contact and Watchers tabs.
- Resolution: Enable “Ticket Public Note Added” under both Contact and Watchers tabs.
Expected automation or SLA did not trigger after applying a macro
- Likely cause: Macro did not change the specific ticket fields required by the trigger condition.
- Resolution: Verify the macro actions include the exact status/tag/priority/type/custom-field changes required by the relevant trigger/SLA/webhook.
Frequently Asked Questions
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Can Ticket Macros be automated?
No. Ticket Macros must be manually applied by agents. -
Who can manage Ticket Macros across all access scopes?
Users with the Manage macros permission can add, edit, activate, and deactivate macros across all access scope types. -
What does “Allow agent to use macros” permit?
It limits agents to using and managing Private macros only (create/edit/activate/deactivate), and only for macros set to Private access. -
Can a Ticket Macro update Slack or create Jira tickets?
No. Ticket Macros are limited to BoldDesk ticket fields and cannot update external systems. -
Why can’t I add images to a Ticket Macro description?
Ticket Macro descriptions do not support images, including copy/paste image insertion. -
What happens if I apply a macro after replying to a ticket?
Changes can be made, but no email will be sent, unless the macro explicitly uses a Send Email action. -
How many macros can be created?
Up to 5,000 macros can be created in both Momentum (Legacy) and Enterprise plans. -
What is the maximum number of actions in a macro?
A macro can include up to 25 actions and up to 5 activities (including the 25 actions).
