Using macros to reply faster

Ref: A11 · Track: Agent Essentials · Time to complete: ~6 min

Why this matters

Macros are pre-written replies (and other actions) you can apply to a ticket with one click. A good macro library halves your typing and keeps your tone consistent across the team.

What a macro can do

A macro is a bundle of actions. In one click it can:

• Insert a pre-written public reply or internal note.
• Change status (e.g. to Pending or Solved).
• Set tags, priority, or custom fields.
• Add a CC.
• Change the assignee or group.

The most useful macros do all of the above at once — e.g. "Request screenshot" might insert a polite ask, set status to Pending, and tag awaiting-screenshot.

Applying a macro

1. Open a ticket.
2. Click Apply macro in the composer (or type Ctrl+Alt+M on Windows / Cmd+Option+M on Mac).
3. Start typing the macro name. The list filters as you type.
4. Hover a macro to see a preview (the eye icon) — look before you apply.
5. Click to apply.

⚠️ A macro doesn't submit the ticket. It just pre-fills the reply and changes fields. Always review before hitting Submit.

Preview before you apply

The eye icon in the macro list shows you exactly what will happen. Most agents skip this step and regret it when they send a macro that assumes a different tone than the conversation needs.

Get in the habit of previewing any macro you haven't used in the last week.

Shared vs personal macros

• Shared macros — created by admins, available to everyone (or to specific groups). These enforce tone and legal wording.
• Personal macros — created by you, visible only to you. Good for common replies you personally use.

To create a personal macro: apply any ticket's current content as a starting point, then Settings → My macros → New.

When you need a new macro

If you find yourself copy-pasting the same paragraph more than three times, it probably deserves to be a macro. Two options:

1. Make it personal — if it's something only you say.
2. Ask an admin for a shared one — if the whole team would benefit. Your admin likely has a "macro to request a macro" — a meta-macro that sets a task to the right person.

Macros and channels

Macros work across Support tickets by default. For messaging you'll often have chat-specific macros (shorter, no paragraphs) — see article B10.

Common mistakes

• Applying without reading. The macro might greet the customer again when you've already said hello. Always re-read the composer before submitting.
• Stacking macros. Applying two macros at once overwrites the first one's reply. If you need both actions, build a combined macro.
• Using a macro in the wrong tone. The "we apologise" macro is overkill when the customer is asking a simple question.
• Forgetting it doesn't submit. Apply → edit → submit. Three steps.

Quick check — have you got this?

• Does applying a macro send the reply?
• You want to use the same boilerplate across the whole team. Personal or shared?
• A macro you apply sets status to Pending. You change your mind and hit Submit as Solved. What status does the ticket end up in?

Related articles

• A07 — Public reply vs internal note
• A13 — Bump-bump-solve: chasing quiet customers
• B10 — Chat macros vs email macros