Tasks & support
Ticket macros, split and working together
Answer common requests in one click, move a second problem into its own ticket, and see who else is working on a ticket right now.
Contents: Who can use it · Macros · Create a macro · Apply a macro · Split a ticket · Working together · Example · FAQ
Who can use it
- Use macros: staff who may see macros and update tickets. An internal-note macro also needs the right to read internal notes.
- Personal macros: staff who may create personal macros. Only they see their own.
- Shared macros: staff who may manage shared macros (usually team leads). A shared macro is offered to everyone who uses macros, and only these people can change or delete it.
- Split a ticket: staff who may split tickets. Splitting counts as a new ticket against your plan's ticket limit.
Existing roles that can update tickets can use and create personal macros; roles that manage ticket templates can manage shared macros; roles that can merge tickets can split them.
Where: CRM → CRM settings → Tickets and service → Macros (classic menu: Tickets settings → Macros), and the Macros and Split buttons at the top of a ticket.
Macros
A macro is a saved reply (or internal note) plus changes to the ticket, done together:
| Part | What it does |
|---|---|
| Message | A Reply to client or an Internal note. Variables such as {{client_name}}, {{ticket_id}}, {{agent_name}} and {{hotline}} are filled from the ticket. Optional. |
| Set status | Moves the ticket to a status, for example "Waiting on client". |
| Set priority | Low, Medium, High or Urgent. |
| Assign to | Replaces who holds the ticket. Assign to whoever applies the macro gives it to the person who clicks. |
| Add tags / Remove tags | Adds or removes tags (case does not matter). |
A macro must do at least one thing: a message or a change.
The Macros page has the tabs All, My macros and Shared macros, a search box, and one card per macro with its message, its changes, how often it was used and when. Inactive macros are greyed and not offered on tickets.
Create a macro
- Open Macros and select New macro.
- Type a Name (for example "Waiting on client – line check") and, if you like, a Description.
- Under Who can use it, switch on Shared with the team to offer it to everyone (only if you may manage shared macros). Otherwise it is personal.
- Under Message, pick Reply to client or Internal note and write the text. Click a variable to add it.
- Under Changes to the ticket, pick what should change. Leave a field empty to keep it as it is.
- Select Create macro.
To change a macro, use the pencil on its card; to remove it, the bin. Tickets a macro was applied to keep their replies and changes.
Apply a macro on a ticket
- Open the ticket and select Macros.
- Pick a macro on the left. On the right you see Message for this ticket with the variables already filled, and the changes as small chips.
- Edit the text if this ticket needs something different. The saved macro does not change.
- Select Apply macro. The reply is sent (by email, as any reply), then the status, priority, people and tags change. Everything shows in the ticket's history with "Macro … applied".
Insert text only puts the message into the reply box without changing the ticket, so you can finish it and send it yourself.
If someone replied while you were looking, you are asked first: Read it first stops (nothing is sent or changed), Apply anyway goes ahead.
If the macro's status is not used in this ticket's branch, the rest is applied and you are told the status was left as it was.
Split a ticket
Use this when a client raises a second problem inside one ticket.
- Open the ticket and select Split.
- Check the Subject of the new ticket.
- Tick the messages about the other problem.
- Select Split n messages.
The messages move, with their files, into a new ticket for the same client, with the same priority, service, team, category and the same people. You are taken to the new ticket. Both tickets show a link: Split from on the new one, Split into on the old one, and both histories record it. A client who answers one of the moved emails lands on the new ticket. If an agent's answer is among the moved messages, it counts as the new ticket's first response.
Internal notes can only be picked by staff who may read them. A ticket that was merged into another cannot be split.
Working together on one ticket
At the top of a ticket you see who else has it open, and "… is replying" while a colleague is typing a reply. When someone else's reply or note is saved, a bar offers to show it. If you send a reply after someone else already answered, you are asked Read it first or Send anyway. This also protects macros.
Example scenario
At a Khulna ISP, many clients write "my internet is slow" in the evening. The team lead creates a shared macro "Slow speed – line check": a reply asking the client to restart the router, status "Waiting on client", tag "speed-check" and Assign to whoever applies the macro. Agent Sumi opens Mr Karim's ticket, sees Rahim is already viewing it, and waits. Rahim applies the macro in one click. Mr Karim later adds a billing question in the same thread; Rahim selects Split, ticks those two messages and creates "Wrong bill (split)", which the billing team picks up.
Troubleshooting and FAQ
I do not see the Macros button. You need the rights to use macros and to update tickets. A merged ticket shows no Macros button.
I cannot switch on Shared with the team. Only people who may manage shared macros can share one.
The Split button is missing. You need the split right, and the ticket must have at least one message.
"Write a message or pick at least one change to the ticket." A macro must do something.