Building Shortcuts with Macros (Classic)

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Macros are pre-built workflows that perform multiple actions with one click. These actions include setting a case status, labels, and inserting canned responses. Define a macro in the Admin panel by selecting an action or combination of actions to take, then Agents have the ability to use these Macros in the Classic Agent console.

Macros are organized into folders that Agents can access from the case view. Once selected, a Macro automatically populates the pre-configured case details at once. Macros are great for automating repeated actions to improve efficiency. For example, create a Macro for cases related to "Reset Password". Whenever a customer contacts support needing help resetting their password, your Macro will set a "Reset Password" label, add a pre-set reply with instructions, and set the case to "Resolved".

Note: This article references the Classic Agent console. For the Next Gen Agent console, please see Building Shortcuts with Macros (NGA).

Creating Macros

  1. Go to AdminCasesMacros. By default there are several macros pre-created for you.
  2. Click Add Macro.  

  1. Follow the steps to name the macro and start choosing the actions.

You can configure macros to update the following fields:

  • Case Description
  • Labels
  • Priority (1 through 10)
  • Status (Open, Pending, Resolved)
  • Assigned User
  • Assigned Group
  • Custom case fields
  1. If you want to add some pre-configured text, you can do this with a “Canned Response”.

In the example below, a macro has been created to set the Case Status to Resolved, Append a Case Label of "Password Reset" and attach contents from a specific article from the Support Center. Alternately, you can choose to enter a "Quick Reply" to add text to your case with a macro.


Using Macros

When viewing a case, the ticket view offers a drop-down list of available macros, as shown below:


If an Agent knows the name of the macro they would like to apply, they can type the name in the "Search" field and a filtered list of macros will appear.

​Inline Macros

Macros can also be accessed directly from the reply text area by typing ## followed by the first few letters of the macro name. A dynamic set of your macros will be presented, allowing you to select a macro without having to leave the reply field.

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