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.

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,

1. Go to the Admin module and click the Ticket Macros option.

   

2. Click the Add Macro button as indicated in the following image.

   

3. Enter the macro Name and Description.

   

4. 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.

5. Set the actions that need to be performed as required.

   

7. Click Add to save the macro.

How to apply the ticket macro

To apply the ticket macro, follow the below steps:

1. Once you open a ticket, click the Macros option as shown in the following.

   

2. Select the preferred macro from the All Macros list.
   

   

3. When you select a macro, the following screen will appear. Click Preview to see the action that will be performed.
   

   

4. Click Apply to execute the macro.
   

   

5. 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 use macros with bulk updates in tickets, follow these steps:

1. In the ticket listing page, choose the tickets you wish to update and click the Macros option.

   

2. Select the desired macro to apply as indicated below.

   

The macro will be applied to the chosen tickets, and the necessary actions will be carried out.