Using Macros in Tickets - Zoho Desk Knowledgebase

Using Macros in Tickets

Macros are a set of actions which can be applied to support tickets. The actions include sending emails, creating tasks and updating a field in the tickets. Once created, macros can be applied manually to the tickets. They save a lot of your time and effort as otherwise you need to perform each of the actions in a macro individually. 

You can yourselves create a macro (profile permission required) or ask the support manager to create one. Macros can be set up under Automation settings, in Setup. Please keep in mind that macros are specific to a department and you need to recreate a macro when required in the other departments.

To apply a macro:
  1. Open the ticket in which you want to run a macro.
  2. Click  Apply Macro at the bottom of the Ticket Details page.
  3. Select a macro from the list.


The actions defined in the macro is applied. You will be taken to the ticket's History tab, to review the actions of the macro.

Applying Macro to Multiple Tickets
You can also apply a macro to multiple tickets at once. It will help save you a lot of time that you would have spent applying them individually.

To apply a macro to more than one ticket:
  1. Open one of your ticket views and select the tickets in which you want to run a macro.
  2. Click Macro from the mass actions list.
    If you are in the Work Mode, click the Macros icon (  ) at the top of the column.
  3. Select a macro from the list.
    The actions defined in the macro will be applied to the tickets.

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now





              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training


                  Zoho TeamInbox Resources




                            Zoho DataPrep Resources

                              Zoho DataPrep Demo

                              Get a personalized demo or POC

                              REGISTER NOW


                                Design. Discuss. Deliver.

                                Create visually engaging stories with Zoho Show.

                                Get Started Now











                                                      • Related Articles

                                                      • Creating and using Macros

                                                        Macros are a set of actions that can be executed for the tickets in your Zoho Desk. These sets of actions include sending emails, creating tasks, and updating a field in the tickets with a specified value. You may have a set of actions that you ...
                                                      • Predefined and Custom Ticket List Views

                                                        List Views are used to group records based on a defined set of criteria. For example, you can view a list of Open tickets that are unassigned, a view for tickets that are overdue, or a view for tickets that are created in the last week. This way ...
                                                      • Events Supported in the Get Ticket History API

                                                        Introduction The Get ticket history API returns details of the actions — called events — performed on a ticket. In this document, you will learn about the different events supported and the variations of each event. Ticket History Events Each event ...
                                                      • Creating Ticket Assignment Rules

                                                        Assignment rules help you automatically assign the tickets that are received in your Zoho Desk. The rule based on certain specified conditions can route tickets to the appropriate department and further assign ownership to it. While this makes sense ...
                                                      • Creating Ticket Templates

                                                        A ticket template is a set of predefined field values that can be applied to a specific support request. It simplifies ticket creation by pre-filling the values when you manually submit a ticket. The template can include values for standard fields ...

                                                      Resources

                                                      Videos

                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                      eBooks

                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                      Webinars

                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                      CRM Tips

                                                      Make the most of Zoho CRM with these useful tips.



                                                        Zoho Show Resources