How to set up macros and automations

Set up macros and automations, step by step

1. 1

   Create a macro for a common answer

   Save a canned response your team sends often — for example, a 'how to reset your password' reply or a refund-policy explanation. The macro stores the wording once so agents don't retype it.

2. 2

   Apply a macro on a ticket

   On any ticket, an agent applies the macro to drop the saved response into a public reply — consistent wording, sent in a click. The agent can still edit before sending if the situation needs a personal touch.

3. 3

   Start a new automation rule

   Open support automations and create a rule. Give it a clear name like 'Route billing questions to the finance queue' so the team knows what it does at a glance.

4. 4

   Define the conditions

   Set what the ticket must match for the rule to run — for instance, the subject or body mentions 'invoice', or the priority is urgent, or the company is a key account like Acme Corp. The engine checks these conditions on each matching ticket.

5. 5

   Choose the actions

   Pick from the six server-side actions: assign the ticket (auto-assign to an agent or queue), post an auto-reply, add a tag, set a status, or leave an internal note. For example: auto-assign to your billing specialist and auto-reply with an acknowledgment.

6. 6

   Save, then watch it work

   Save the rule and let it run. New tickets that match are routed and acknowledged on their own, and you can refine the conditions or actions any time as your support patterns change.

What you get

• Canned responses saved as macros, so agents send consistent answers in a single click.
• Tickets auto-assigned to the right agent or queue the moment they match your conditions.
• Auto-replies, tags, status changes, and internal notes applied without a human touching the ticket.
• Server-side rules that fire reliably whether or not an agent is online.

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