Macros

Updated 2 weeks ago by Romain Lapeyre

What can macros do?

Macros are pre-made responses you can use to respond to your customers faster.

Macros can perform a number of actions on a ticket including:

  • Insert response text: insert text into the response area. You can include variables such as the customer's first name
  • Set subject: change the subject of the ticket
  • Add tags
  • Add attachment (10mb file size limit)
  • Set status
  • Set assignee
  • HTTP actions: trigger webhooks in other applications (such as refunding a customer on Stripe)

Creating macros

Here's how to create a macro: 

  • Go to any ticket
  • In the reply area, click on Search macro by name
  • Click on Manage Macros on the right of the preview pane. This opens the Manage macros page. 
  • Click on Create macro
  • Name your macro, and type the pre-made response in the Set response text area. 
  • Optional: add an action, like editing a Shopify order or adding a tag
  • Click the green Create macro button at the bottom right

Now, head to the section below to insert it in a ticket!

How to use macros in a ticket? 

To insert a macro in a ticket, click on "search macros" in the reply area, and select the macro you want to insert! 

You can display the macro menu by default on email tickets. To do so, head to Your profile, and check Display macros by default on emails under Preference

Video tutorial

Take a look at Macros Video Tutorial for more information how to benefit the most of using this feature!

Commonly asked questions

  1. If a client has multiple support email addresses integrated and they have "Apply macro" action set in their rules, which email address will be used in the "From" field? When macro is used in bulk, it should behave exactly the same way as if an agent sent the message on their own while responding to tickets.
  2. Is there option for our customers to have the same macro as set in Gorgias, so users can submit a feature request?
  3. How can macros get sorted? Macros are sorted automatically - in alphabetical order and by the frequency of using, but not manually in any way.
  4. Can the note be added in customer's Shopify profile without creating a ticket? It can be easily created by web hook.
Since note cannot be added directly in a customer's Shopify profile, Change Last Order Note action in Macro is used for this purpose. Just a short note: this macro should be used in internal note and not in a separate reply.


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