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-ups queries.
• Personalized experiences using dynamic placeholders.
• Reliable support quality through predefined, professional replies.

Automation & macros settings - reply behaviour

Post 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 on behalf of requester and exclude message content:

• If both are True, the reply is attributed to the Requester, but no message content is included.

Post on behalf of agent:

• If an agent is assigned to the ticket -> The reply is posted under the agent’s name with a predefined message.
• If no agent is assigned -> The reply is posted as a system automation response.

Post on behalf of agent and exclude message content:

• If an agent is assigned -> The reply is posted under the agent’s name without any text content.
• If no agent is assigned -> The reply is posted as a system automation response.

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.

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.

Effective use cases for the Add Reply action in automation actions

For a comprehensive guide on setting up each type of automation rule, refer to the articles listed below:

• Create Ticket Trigger
• Update Ticket Trigger

Scenario 1: New ticket acknowledgment for assigned agent

Use case: A customer submits a ticket regarding a technical issue. The ticket is assigned to an agent named John, and the priority is set to High. An automation rule is configured to acknowledge new tickets upon submission.

1. Automation type: Set automation type as Create Ticket Trigger.

2. Trigger conditions

• The automation triggers when the ticket status is Open, the priority is High, and an agent is assigned.

  

3. Action

• Reply added as agent name

  

Result: