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.
Accessibility in ticket macros
-
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.
-
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:
-
Go to the Admin > Ticket Macros > Add Macro.
-
Enter the macro Name and Description.
-
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.
- Click Add to save the macro.
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, useful for alerts or updates. |
| Set Custom Field | Updates custom fields with specific values. |
How to apply the ticket macro
To apply the ticket macro, follow the below steps:
- Open the ticket to be updated and click Macros.
- Select the preferred macro from the All Macros list.
- A dialogue window will display. Click Preview to see the actions that will be performed. In the preview mode, the macro information will appear as read-only, and 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.
- Click Apply to execute the macro.
-
In the ticket History section, you can view the properties of the ticket that have been updated by a macro.
How to use macros with ticket bulk update
To bulk update tickets using macros, follow these steps:
- In the ticket listing page, select the tickets you wish to update and click the Macros option.
- Choose the desired macro to apply.
- The macro will be applied to the chosen tickets and the necessary actions will be performed.
Applying a Macro to Multiple Filtered Tickets
- Navigate to your profile page and adjust the ticket page count based on your preference (up to a maximum of 100 is allowed).
- Filter the tickets based on your specific need.
- Select all the tickets on the page and apply the macro to update them in bulk.
How to edit ticket macros
To modify the ticket macro, follow these steps:
- Navigate to the Admin > Ticket Macros.
- Click the Edit icon next to the macro you want to modify.
- Make the necessary changes and click the Update button.
- 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.
