What is it?
Macros are a type of reply-driven automation that allow support reps to take multiple steps of the support process with a single click. When responding to a ticket, reps can simultaneously send a message to the customer and perform follow-up actions like updating the ticket status, changing the owner, adding tags, updating the ticket priority, and more. This combines what previously required multiple separate clicks and steps into one streamlined workflow, dramatically reducing the time needed to handle each ticket.
Why does it matter?
Speed is critical for support teams, with the vast majority of customers saying they're more loyal to brands with fast response times. And with support reps handling increasing ticket volume and increasing customer expectations, it's more important than ever that they have the right tools to help them move quickly to handle customer issues. From troubleshooting, responding, updating, closing, and completing follow-up tasks, every click counts, and with macros, support teams can automate away that manual work and focus on solving for their customers.
How does it work?
Macros have two components: a message and follow up actions. In beta, those follow up actions will be configured in ticket-based workflows and then attached to a macro in help desk settings. All macros can be managed and edited under help desk settings:
1. Create a macro
Users with admin permissions and workflows access can create a macro by taking the following steps:
- Navigate to Settings > Help Desk & Inbox > Help Desk > Macros
- Click "create macro" to add the name and description (internal only), and the message
- Select "enroll in workflow" to choose the workflow that will fire when the support rep hits send in help desk.
- Important notes about the workflow
- Macros are only compatible with active, ticket-based workflows. Non-ticket based workflows will not appear here
- It's recommended that you create and publish the workflow first, before starting the macro creation process. This way you will not have to exit creating your macro halfway through.
- Whatever actions are configured in the workflow will be executed when the support rep applies the macro in the help desk workspace. For example: "update status," "update category," "update owner," and "create a task."
2. Apply a macro
- In the reply editor in help desk, click "macros" next to the send button
- Search macros by title
- Hover over the information icon on each macro to see the description
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- Select your macro
- The content of the message will appear in the reply editor, and the name of the workflow will appear below
- Click "send and apply"
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- If you decide you do not want to use this macro after all, hover over the name of the workflow towards the bottom of the reply editor and click the "X" on the right hand side to remove the workflow.
Important notes:
- Macros are available to seated Service Hub Enterprise users
- Macros are only available in Help Desk and cannot be used in the inbox or CRM
- In beta, there is a limit of 50 macros per portal (this limit will be increased)
Who gets it?
Service Enterprise