Applying Macros in Tickets
Macros are a set of actions that can be applied to support tickets. The actions include sending emails, creating tasks, and updating a field in the tickets. The created macros can be applied to the tickets as per the request received. Once applied, the actions triggered based on the macros can be viewed in the History tab.
Note: Macros are specific to a department and you need to recreate a macro when required in the other departments.
To apply a macro
- Navigate to the Tickets module.
- Open the required ticket and click Apply Macro
at the bottom of the ticket details page.
- Select the required macro from the macro list and click Apply.
Applying macro to multiple tickets
Macros can be applied to multiple tickets at once to save a lot of time and manual effort.
To apply a macro to multiple tickets
- Navigate to the tickets module and select a view.
- Select the number of tickets to apply macro to.
- Click Macro from the mass actions list.
- Select a macro from the list.