How to Use Ticket Macros for Common Support Workflows

Ticket Macros in BoldDesk are reusable action templates that help agents perform common ticket tasks consistently while reducing manual effort. A macro can be used to add predefined responses or notes, update ticket properties, assign tickets, apply tags, create activities, or execute multiple supported actions in a single step.

Macros are executed manually by agents. If an action needs to run automatically when a ticket is created, updated, or meets a specific time-based condition, use the appropriate ticket automation trigger instead.

This article explains when to use Ticket Macros, when another BoldDesk feature may be more suitable, how to plan effective macros, and where to find instructions for creating, applying, and managing them.

Before using ticket macros, ensure that the required macros have been created. For step-by-step instructions, see How to Create and Utilize Ticket Macros in BoldDesk

Determine Whether to Use a Ticket Macro

Choose a Ticket Macro when agents must manually apply a repeatable set of actions to one or more tickets. Before creating a macro, consider whether the workflow requires agent review, automatic execution, an external-system update, or only a one-time ticket change.

When to Use Ticket Macros

Use a Ticket Macro when an agent must intentionally initiate a predefined set of actions on one or more tickets.

Respond to Common Customer Questions

Use a macro when agents frequently send the same or similar response, such as:

Requesting additional information
Confirming receipt of a request
Providing standard troubleshooting instructions
Explaining a known limitation
Providing standardized closure information

A macro containing the Add Reply action can insert a predefined response and use supported placeholders to personalize the content with ticket information.

For the complete configuration and reply behavior, learn How to Configure the Add Reply Action in Ticket Macros.

Apply a Standard Ticket-Triage Process

Use a macro when agents repeatedly apply the same set of ticket properties during ticket review.

For example, a triage macro can perform supported actions such as:

Set the priority.
Assign the ticket to the appropriate agent or group.
Add a relevant tag.
Update the ticket type or category.
Add a private note containing internal handling instructions.

Configure the macro to contain only the actions required for the corresponding triage scenario. Review the ticket before applying the macro to ensure that the predefined values are appropriate.

Escalate a Ticket Consistently

Use a macro when an escalation process requires agents to complete several standard actions.

For example, an escalation macro can:

Change the ticket priority.
Assign the ticket to an escalation group.
Add an escalation tag.
Add a private note.
Create a follow-up activity.

For the supported actions, limits, and macro creation procedure, explore How to Create and Utilize Ticket Macros in BoldDesk.

Standardize Ticket Subjects

Use a macro when agents must modify ticket subjects according to an established naming convention.

Supported placeholders can insert current ticket information, such as the priority or category, into the subject.

For placeholder behavior, supported scenarios, and formatting considerations, learn more on How to Use Subject Placeholders in Event Triggers and Macros.

Create Follow-Up Activities

Use a macro when an agent must manually create standard follow-up activities while processing a ticket.

This is appropriate when:

The agent must decide whether the activity is required.
The activity depends on the ticket context.
The activity should be created only after an agent reviews the ticket.

If an activity must always be created when predefined ticket conditions are met, use a Create Ticket Trigger or Update Ticket Trigger instead.

For the automatic approach, explore more on How to Automate Activity Creation in BoldDesk Using Triggers.

Apply the Same Actions to Multiple Tickets

Use a macro when the same supported actions must be manually applied to several selected tickets.

For example, agents can use an appropriate macro to:

Assign several tickets to the same group.
Add the same tag to selected tickets.
Update the priority or another supported property.
Share selected tickets with specified agents or groups.

For the ticket-sharing workflow, learn more on How to Bulk Share Tickets Using Ticket Macros in BoldDesk.

Use Standard Ticket Actions from the Mobile App

Agents can apply available macros from the BoldDesk Mobile App by opening a ticket, selecting a macro, reviewing its actions, and applying it.

For the complete mobile procedure, explore How to Use Ticket Macros in the Mobile App.

When Not to Use Ticket Macros

Ticket Macros are not appropriate for every repetitive workflow.

Do Not Use Macros When the Action Must Run Automatically

Macros require an agent to select and apply them manually. Use ticket automation when actions must execute automatically after specified events or conditions occur.

Use the applicable automation type:

Auto Assignment: Assigns eligible tickets according to the configured assignment rules.
Create Ticket Trigger: Runs when a ticket is created and its conditions are met.
Update Ticket Trigger: Runs when a supported ticket update occurs and its conditions are met.
Time Trigger: Evaluates eligible tickets at scheduled hourly intervals.

For more information, learn more on Automation Rules and Triggers in BoldDesk.

Do Not Use Macros to Update an External Application

Ticket Macros operate on supported BoldDesk ticket actions. They cannot be used to update external systems, such as sending a Slack notification or creating a Jira ticket.

Use the applicable integration, webhook, API, or supported automation functionality when an external system must receive or process the update.

Do Not Use Macros for a One-Time Ticket Update

If an action is unlikely to be repeated, update the ticket manually. Creating a macro for a one-time action can add unnecessary entries to the macro list and make frequently used macros harder to locate.

Do Not Apply a Macro Without Reviewing Its Actions

A macro can perform multiple ticket actions in one operation. Before applying it, confirm that:

The macro is intended for the current ticket.
The response or note is appropriate.
The configured assignment is correct.
The status and priority updates are required.
The selected tags and other property values apply.
Any activity created by the macro is necessary.

Plan Ticket Macros

Before creating a macro, define its purpose and intended users.

Identify the Repetitive Workflow

Review the actions agents regularly perform and determine whether:

The actions occur frequently.
The actions are generally performed together.
Agents should decide when to run them.
The values remain consistent across applicable tickets.
Standardization would reduce processing errors.

If the actions must always run when fixed conditions are met, configure an automation trigger instead of a macro.

Define the Required Actions

Include only the actions necessary for the workflow. A focused macro is easier for agents to understand and less likely to modify an unrelated ticket property.

For example, a macro named Escalate Billing Dispute could be limited to:

Setting the priority.
Assigning the Billing Escalation group.
Adding an escalation tag.
Adding a private note.

Use a Descriptive Name and Description

The macro name should clearly communicate the result of applying it.

Examples include:

Request Additional Information
Escalate to Billing
Assign to Technical Support
Create Follow-Up Activity
Close Resolved Duplicate

Use the description to explain when agents should apply the macro and any checks they should complete before applying it.

Select the Appropriate Access Scope

BoldDesk provides the following Ticket Macro access scopes:

Private: Available only to the macro creator.
Public: Available to all active agents.
Selected Agents: Available only to the specified agents.
Selected Groups: Available only to members of the specified groups.

Use Private for an individual workflow. Use Selected Agents or Selected Groups for specialised team processes. Use Public only when the macro is relevant to all active agents.

Configure Supported Placeholders Carefully

Use valid placeholders when a macro response or subject must include live ticket information. Incorrect or unsupported placeholders can cause validation errors and prevent the macro from being saved.

For subject-placeholder configuration, explore further information on How to Use Subject Placeholders in Event Triggers and Macros.

Test the Macros

Before making a macro available to multiple agents:

Apply the macro to a suitable test ticket.
Verify every ticket-property update.
Review any reply or private note added.
Confirm the assignment and status.
Verify any activities created.
Review the ticket history to confirm the resulting changes.

Update the macro if any action produces an unintended result.

Create, Apply, and Manage Ticket Macros

The procedures for creating, applying, bulk-applying, editing, activating, deactivating, and deleting Ticket Macros are already documented in How to Create and Utilize Ticket Macros in BoldDesk.

Refer to that article for:

Macro permissions
Creating a macro
Selecting an access scope
Configuring actions
Applying a macro to an individual ticket
Applying a macro to multiple tickets
Editing a macro
Activating or deactivating a macro
Deleting a macro
Macro limits and supported behaviour

Example Macro Scenarios

Request Additional Information

Use this macro when the customer has not provided enough information to investigate the issue.

The macro can:

Add a predefined reply requesting the missing information.
Update the ticket to an appropriate pending status.
Add a tag indicating that more information was requested.

For detailed Add Reply configuration, explore more on How to Configure the Add Reply Action in Ticket Macros.

Escalate a Technical Issue

Use this macro when an agent determines that a ticket requires advanced technical investigation.

The macro can:

Change the priority.
Assign the appropriate escalation group.
Add an escalation tag.
Add a private note with standard investigation instructions.
Create a follow-up activity.

Standardise a Ticket Subject

Use this macro when a team requires subjects to contain consistent ticket information, such as priority and category.

For example, a macro can use subject placeholders to construct a standardised subject from live ticket values.

Learn more on How to Use Subject Placeholders in Event Triggers and Macros.

Share Tickets for Cross-Team Collaboration

Use a sharing macro when selected agents or groups require access to multiple tickets for escalation, approval, or cross-team support.

For the complete configuration and bulk-application procedure, explore How to Bulk Share Tickets Using Ticket Macros in BoldDesk.

Frequently Asked Questions

When should I use a Ticket Macro?
Use a Ticket Macro when an agent must manually initiate a repeatable group of supported ticket actions, such as adding a standard response, changing ticket properties, assigning the ticket, adding tags, or creating a follow-up activity.
Do Ticket Macros run automatically?
No. Ticket Macros are manually applied by agents. Use the applicable ticket automation trigger when the actions must run automatically after configured events or conditions occur.
Can I restrict who can use a macro?
Yes. Select Private, Public, Selected Agents, or Selected Groups as the macro’s access scope.
Can macros be applied to multiple tickets?
Yes. Applicable macros can be used to update selected tickets in bulk. Review the configured actions before applying a macro to multiple tickets.
Can a macro create an activity?
Yes. A macro can create supported activities within the applicable limits. Use an automation trigger instead when the activity must be created automatically after specified conditions are met.

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