1. Under  Actions , do the following:
   
   • Click the Add icon () and select New from the drop-down list corresponding to Alerts .
     
   • In the New Alert window, specify a Name for the Alert.
     
   • Choose an Email Template from the drop-down list.
     The selected email template will be used to send emails when the macro is run.
   • Specify who should be receiving this Alert. 
     You can choose between Groups , Roles , Roles and Subordinates or Agents .
   • Enable the following options if you will like to notify other users:
   • Record Owner: Owner of the ticket
     
   • Record Creator: User who created the ticket
     
   • Notify Contact:  Requestor who submitted the ticket
     
   • Additional Recipients: Enter the e-mail addresses, separated by a comma
     
     
     
2. Click Save .
   

Creating Tasks

1. Under  Actions , do the following:
   
• Click the Add icon  (  )  and select  New  from the drop-down list corresponding to  Field Updates .
  
• In the Create Assignment Value  window, specify a Name for the Assignment Value.
  
• Choose a Field and specify a value for it.
  The field will be updated with the specified value when the macro is run.
2. Click Save.
   Please remember to click Save  again, in the New Macro page to retain your settings.
   
   

Moving Tickets to a Department

In customer support and service management, handling tickets efficiently and ensuring they reach the appropriate team for resolution is crucial. Often, there might be situations when tickets need to be transferred between departments based on the issue type, complexity, or required expertise. 

While moving a ticket to another department, it's important that agents choose the right department and if the department has a layout even select an appropriate layout to ensure the ticket reaches the right team. To facilitate this, businesses can use macros. With macros, you can ensure that agents have access to move tickets only to the right department and layout. 

Note: Users with Help Desk Automation permission can create a move department action in macros and this action is available only for the Professional and Enterprise editions

Consider a real estate firm; the property-related queries often require intervention from multiple departments. When a ticket is received in the Sales department that requires inputs from the Property Management department, using a macro the sales rep can move the ticket to the right department. 

Likewise, if a ticket needs to be moved to a layout that deals with commercial property then the rep can move it to the respective layout within the department. 

Likewise, if the ticket needs to be moved to a specific layout within the Commercial property department for enquiries about lease or valuation, the rep can move it to the right layout. 

The macro’s “move department” action ensures that the inquiry is not only transferred to the correct department but also directed to the layout best suited for its resolution. This approach enhances efficiency by providing the necessary fields and workflows tailored to the nature of the request, maintaining high service standards, and expediting the handling of complex property-related inquiries.

In addition, by using this move department action in a macro, an admin can define user permissions and ensure that agents are limited to moving tickets only to the Property Management department, thereby maintaining control over ticket routing and ensuring that each ticket is directed to the appropriate layout for efficient handling.

Points to remember

1. Each macro rule can have only one move department action.
2. The move department action is applicable only for the Tickets module.
3. When a user selects a department while configuring a move action in a macro, the layout field behaves based on their permissions. If the user lacks permission for custom layouts in the chosen department, the layout field will be left blank. However, upon executing the move department action, the ticket will be moved to the default layout of the selected department. If the user has permission for custom layouts, all available layouts will be displayed in the layout field. For example, Admin A selects the Support department but doesn't have access to its custom layouts. The layout field remains blank, but the ticket moves to the default layout. Admin B, with permissions, sees and can select from custom layouts like Technical Support or Billing Support.
4. If a user creates a move action in a macro and another user later edits the macro and changes the department or layout, no notification is sent to the original user.
5. View and execute the macro - Agents assigned to the macro during its creation will be able to view and execute the macro from the ticket detail view. Additionally, macros can also be executed as mass actions from the ticket list view.
6. Inactive department - If a department is marked as inactive, upon editing the move department action, the system will prompt to select another department. An error message will be displayed indicating the chosen department is inactive.
   
7. Inactive or deleted layout - If a layout is deleted or marked inactive after the move department action is created, upon editing the macro, an error message will be displayed on the configuration page stating the selected layout is inactive. However, since the layout field is not mandatory, saving the action without the layout the ticket will be moved to the department's standard layout.
8. The move department action is executed last in the macro rule sequence. After all other actions are completed, the move department action is performed. For example, a macro is set to first add a task, then update a field, and finally move the ticket to a different department. The task and field updates are completed first, followed by the move department action.
9. An email or SMS notification can be sent to the agents of a department when a ticket is received from another department.
   
   
10. When a ticket is moved to another layout all the standard and custom field values from the existing layout will be retained, except for the following standard fields: 
    • Ticket Owner
    • Status
    • Due Date
    • Skill
    • Team

To create a move department action in a macro

1. Go to Setup > Automation > Macros > Rules.
2. Select the desired Department.
3. Click Create Rule.
   You can click on the rule to edit it.
4. Enter the Rule Name, Mark it as Active, and provide the relevant Description.
5. Click Next.
6. Set the Macro Availability as: all agents or specific agents.
7. Click Next.
8. In the Actions section, select the Move Department action from the drop-down.
9. In the Move Department window, do the following:
   
   • By default, the Tickets module is selected.
   • Choose the desired Department.
   • Select the desired Layout.
10. Click Save.
    
    
    

To delete a move department action in a macro

1. Go to Setup > Automation > Macros > Rules.
2. Select the desired Department.
3. Open the desired macro.
4. In the Actions section, remove an existing Move Department action from the list of actions.
5. Click Save.
   
   
   

Note: Deleting the move department action will not impact tickets that have already been moved.