SupportUpdated
Macros
Save replies you send often as macros, insert one into a ticket in a click, and let it set the status, priority, assignee and tags when you send.
A macro is a saved reply. Insert it into a ticket instead of typing the same answer again, and let it tidy up the ticket when you send.
Things to know
- Inserting a macro only fills the reply box. Nothing is sent until you submit.
- A macro's other changes (status, priority, assignee and tags) apply when you send the reply.
- Free includes 5 macros, Starter 50 and Growth 500.
Make a macro
- Go to Support > Macros.
- Click New macro.
- Give it a Name. This is what your team picks from the list.
- Write the Reply text.
- Choose what it should change, if anything:
- Set status: Open, Pending, Solved or On-hold.
- Set priority: Low, Normal, High or Urgent.
- Assign to: one or more people.
- Add tags: type tags separated by commas. They are added to the ticket's tags.
- Pick a Group if you like. The Macros page groups macros by it.
- Click Create.
Use a macro on a ticket
- Open the ticket in the support inbox.
- In the reply box, click Insert macro (the lightning bolt).
- Pick the macro. Its text goes into the reply box.
- Edit the text if you need to, then submit the reply.
Link a help article instead
To point a client to a published article, click Insert article (the book) in the reply box and pick it. Spodus adds the article's title and a link to it on your help portal. See Help articles.