How to Configure the Add Reply Action in Ticket Macros

The Add Reply action in Ticket Macros, Create Ticket Trigger Automation, and Update Ticket Trigger Automation enables support teams to deliver fast, consistent responses to frequently asked customer questions. When included in a macro or automation, this action automatically fills the ticket’s reply box with a predefined message as soon as the macro is triggered.

Key benefits

• Faster responses with no delays for common questions.
• Consistent messaging across all customer interactions.
• Accurate information that reduces confusion or follow-up queries.
• Personalized experiences using dynamic placeholders.
• Reliable support quality through predefined, professional replies.

Automation & macros settings - reply behaviour

Post a reply on behalf of requester:

• If set to true -> The reply is treated as a Requester reply.
• If set to false -> The reply is treated as an Agent reply.
• If set to false, but the ticket requester and the user applying the macro are the same user -> The reply is still treated as a Requester reply.

Post a reply on behalf of requester and exclude message content:

• If an agent is replying on behalf of the requester and has enabled Post a reply on behalf of requester, the option Exclude on behalf of requester will appear.
• Therefore, when both options are chosen, the reply is attributed to the requester, but the message indicating it is on behalf of the requester is excluded.

Do not send an email:

• If set to true -> No email will be sent.
• If set to false -> An email will be sent, just like a normal reply.
• Also, if set to true, then ‘Don’t send survey notifications’ will appear.

Don’t send survey notifications:

• If enabled → No survey notifications will be sent for this reply.
• If disabled → Survey notifications will be sent as per normal workflow.

Placeholder:

• When a placeholder is needed in the Reply action, you can insert the required Placeholder Type.

Steps to create a rule for the Add Reply action in Ticket Macro

1. Go to the Admin module and click Ticket Macro from the Ticket Manage menu.

2. At the top of the screen, click Add Macro to create a new macro.

3. Provide a suitable Name, Description and Access Scope to the macro on the create macro screen. This helps you identify and describe the rule’s purpose.

4. In the action section on the macro screen, select the Add Reply action and type the common reply with or without Placeholder Support.

   • If the macro only has a reply and Post Reply on Behalf of Requester is enabled, the ticket status automatically changes to a Pending-type status.
   • Only Open and Close statuses are allowed if the macro has a reply and a status, and Post Reply on Behalf of Requester is enabled. If the status is set to Close, it works as expected. For any other status, the ticket will default to Open.
   • If the macro only has a reply and the Post Reply on Behalf of Requester is disabled, the ticket status remains unchanged.
   • If the macro has a reply and a status, and Post Reply on Behalf of Requester is disabled, the ticket status will update to whatever status you selected, with no limits.

5. Click Add to create a macro.

   
   
   

By following the above steps, you can create a macro that will automatically add a reply.

Output screen

To see the result of the add reply action field, follow the given steps.

1. Select the Ticket Module and open a ticket that needs to have a reply added. The macro will be executed after that.
2. Click Ticket Macros, select the Macro Name, and then click the Apply button.

After the rule is executed, a reply is added, and the status of the ticket is updated accordingly.

Scenario 1: Handling stale tickets in Waiting on Customer status

Use case: Easily follow up on tickets stuck in the Waiting on Customer status by using a macro that sends a reminder and updates the ticket status. This approach saves time and ensures consistent communication across the support team.

Scenario 2: Confirming issue resolution without notification

Use case: Log a customer’s confirmation of issue resolution received through phone or chat directly in the ticket without sending an email or triggering any notifications. This ensures accurate recordkeeping while avoiding unnecessary follow-ups.

FAQs

1. Can I use Add Reply in macros without changing the ticket status?
Yes. If Post Reply on Behalf of Requester is disabled and no status is defined in the macro, the ticket status will remain unchanged.

3. Is it possible to suppress survey notifications when using Add Reply?
Yes. Enable the Don’t send survey notifications option to prevent survey emails from being triggered by the reply.