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Macros

What Are Macros?

Macros are saved sets of actions that agents can apply to tickets with a single click. They streamline common workflows by automating repetitive tasks like setting fields, adding comments, and assigning tickets.

Unlike triggers and automations (which run automatically), macros require manual agent action to execute.

What Configly Captures

For each macro, Configly stores:

  • Basic Information
  • Macro name and description
  • Active/inactive status

  • Position (display order in agent UI)

  • Actions

  • Field updates (status, priority, type, group, assignee, etc.)
  • Comment/reply text (public or internal)
  • Tag additions/removals
  • Custom field updates

  • Side conversation actions

  • Restrictions

  • Restriction type (personal, shared, group-specific)

  • Allowed groups (if group-restricted)

  • Metadata

  • Created and updated timestamps

Viewing Macros

Navigate to Macros from your connection dashboard to see all your macros. You can:

  • Filter by active/inactive status
  • Search by name or description
  • Sort by position or last updated
  • View full action details
  • See restriction settings (personal vs shared)
  • Compare macro configurations across connections

Personal vs Shared Macros

  • Personal macros - Only visible to the creator. Useful for individual workflows.
  • Shared macros - Available to all agents or specific groups. Best for standard procedures.

Configly shows macro restrictions so you can understand macro visibility across your team.

Common Dependencies

Macros often reference:

  • Custom fields - Actions that update ticket, user, or organization fields
  • Groups - For group assignment actions and group restrictions
  • Tags - For adding/removing specific tags
  • Brands - Some macros are brand-specific
  • Ticket fields - Status, priority, type, and other standard fields
  • Canned responses - Comment text may reference knowledge base articles

Learn more about dependency tracking →

Tips for Admins

Organizing Macros

  • Naming conventions - Use consistent prefixes (e.g., "T1 -" for Tier 1, "Billing -" for billing team)
  • Position matters - Macros with lower position values appear first in agent UI
  • Categorization - Group related macros together using position and naming

Before Making Changes

  • Check usage - Popular macros may be used hundreds of times daily
  • Verify dependencies - Ensure referenced fields, groups, and tags still exist
  • Communicate changes - Let agents know when you modify or remove macros they use

Common Patterns

  • Ticket solved macros - Set status to Solved, add comment, apply tags
  • Reassignment macros - Change group, add internal note, update priority
  • Request more info - Set status to Pending, send public reply asking for details
  • Escalation macros - Increase priority, assign to specialist group, add escalation tag

Maintenance

  • Inactive macros - Remove old macros that are no longer used
  • Personal macros - Audit personal macros when agents leave the team
  • Duplicate macros - Consolidate macros that do similar things
  • Outdated text - Review comment text regularly for accuracy and tone

Using Configly

  • Diff macros - Compare macro actions between sandbox and production
  • Track changes - See what changed in macro definitions over time
  • Identify dependencies - Before removing a field, check which macros use it
  • Audit macro library - Review all macros to find cleanup opportunities

Example Use Cases

Ticket Solved - Password Reset

A macro that marks a password reset ticket as solved with a standard reply.

Actions: - Set status to Solved - Set type to Question - Add public comment: "Your password has been reset. You should receive an email with instructions..." - Add tag: "password_reset"

Dependencies to watch: Status values, ticket type values, tags

Escalate to Tier 2

A macro that escalates a ticket to the Tier 2 support group.

Actions: - Set group to "Support Tier 2" - Set priority to High - Add internal note: "Escalated from Tier 1. See initial investigation above." - Add tag: "escalated"

Dependencies to watch: Groups, priority values, tags

Request More Information

A macro that asks the customer for more details and sets the ticket to pending.

Actions: - Set status to Pending - Add public comment: "Thanks for contacting us. To help you better, could you please provide..." - Add tag: "awaiting_customer"

Dependencies to watch: Status values, tags

Billing Inquiry - Contact Finance

A macro that routes billing questions to the finance team.

Actions: - Set group to "Finance" - Set type to Task - Add internal note: "Customer has a billing inquiry. Finance team to follow up." - Add tag: "billing"

Dependencies to watch: Groups, ticket type values, tags

Macro Best Practices

Comment Text

  • Be clear and friendly - Comments represent your brand
  • Use placeholders - Reference ticket fields like {{ticket.id}} or {{ticket.requester.name}}
  • Keep it concise - Agents may edit the comment before sending

Field Updates

  • Update status appropriately - Solved for resolutions, Pending when waiting for customer
  • Tag for reporting - Use consistent tags so you can report on macro usage
  • Assign when needed - Some macros should assign to specific agents or groups

Restrictions

  • Share common workflows - Don't make agents recreate the same personal macros
  • Restrict when appropriate - Billing macros might be restricted to finance group
  • Avoid over-restriction - Too many group-specific macros fragments your library