How to Use Ticket Macros in the Mobile App

Ticket macros are pre-set templates that allow support teams to perform frequent actions with a single click, such as adding notes or updating the status of a ticket. This automation of routine tasks saves time and ensures uniform responses.

Advantages of ticket macros

• Time efficiency: Automation of repetitive tasks, eliminating the need of agents to repeatedly type the same responses, saving time.
• Consistency: Customers receive uniform responses, enhancing service reliability.
• Productivity: Agents can concentrate on resolving issues rather than routine tasks, resulting in a more productive team.
• Enhances collaboration: Teams can share macros, ensuring everyone follows the same procedures, thereby improving teamwork.

Steps to use a ticket macro in the mobile app

To use a ticket macro, follow these steps:

1. Navigate to the Tickets module and select the ticket where you wish to apply a macro.

2. Tap the More Options (⋮) menu and select the Macros option.
   

   
   
   
   
   
   

3. Choose the desired macro from the All Macros list.
   
   

   
   
   

4. When you select a macro, a preview screen appears. Tap Apply to execute it.
   

   
   
   

5. In the ticket History section, you can view the updates applied by the macro.

Related article

To learn about how to create and manage ticket macros, refer to this article.