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 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
      Redefine the way you work
      with Zoho Workplace

        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 Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION





                        Still can't find what you're looking for?

                        Write to us:  support@zohoforms.com


                              



                            


                          New to Zoho Social?

                              Zoho Marketing Automation

                                Zoho Sheet Resources

                                 




                                    Zoho Forms Resources


                                      Secure your business
                                      communication with Zoho Mail


                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times


                                        Carry your calendar with you
                                        Anytime, anywhere




                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now


                                                    Zoho SalesIQ Resources



                                                        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 ...
                                                                                            • Using Macros in Tickets - New UI

                                                                                              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. Once created, macros can be applied manually to the tickets. Using macros in tickets saves a ...
                                                                                            • Working with Tickets in the Android App

                                                                                              The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Now that we are ...
                                                                                            • 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 ...
                                                                                            Wherever you are is as good as
                                                                                            your workplace

                                                                                              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