Accelerating Response Time with Macros
Getting Started With Macros
Close and redirect to topics
This sets the ticket to closed status. If the ticket type is an incident of a known problem, the requester will be informed through a comment that the ticket is marked as closed and will be redirected to the forums for detailed information.
Customer not responding
This is sent as a reminder to the customer who hasn’t responded to a request for more information on a ticket with pending status.
Downgrade and inform
This is sent to the requester informing them about the status of their ticket has been downgraded to low priority and there will be delay in resolving the issue.
This macro is for agents and used as a shortcut to assign themselves a new request.
NOTE: All the above mentioned macros can be used as is, edited or modified as need be.
MACROS SAVE TIME!!!
Fast and personalized response to queries
Acknowledge visitors’ queries without answering
Frequently asked questions can be answered easily
Account registration process can be delivered through macros
Handling Multiple Queries With A Single Response
Multiple macros can be applied to a single ticket. While managing tickets in bulk you can apply macros to tickets for your own convenience. Agents apply more than one macro usually when the ticket contains more than one issue. This helps them respond to multiple queries with a single response.
To add a macro, click on the ‘Add New Macro’
- Enter Macro name
- Enter description
- Select from the ‘Available for’ menu
- Select Actions by using the dropdown and add actions for your macro. Add action to a comment to the ticket to update the required fields.
- After selecting the action and adding its description, click 'create' to generate the ticket.
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