Macros allow you to automate the work of the support service and significantly reduce the time required to perform template actions. For example, there are requests where you regularly need to assign a certain executor, change the priority, set a certain SLA and insert a response template from the knowledge base. Instead of a number of single actions, they can be performed in one click using a pre-prepared macro.

In the system there are Global macros (with the possibility to create a macro for all employees with division by groups) and Personal macros (creation and use is available to users themselves).

To create a global macro, go from “Management” to the “Global macros” section and select “Add macro”:

Macros can be used either in an already created request or at the stage of its creation from the system - separate tabs at the top of the page are responsible for this. If you create a macro to be used while viewing a request, it will not be displayed while creating it, and vice versa. You should create a separate macro for this purpose.

• when viewing request - macros of this group can be used only in already existing requests;
• when creating request - macros of this group can be used only when creating a request from the system, at the stage of working with the draft.

When creating a global macro, the system will offer to set accesses for groups of employees who can use it:

To create a personal macro, click on your avatar (in the lower left corner of the system) and go to “Macros” (subsection of Personal Settings), and select “Add Macro”:

In the settings of the macro you can specify the name, description (make notes for what purposes the macro is used - it is especially convenient when there are a large number of them), as well as select the actions that will be performed when the macro is triggered:

One of the features of macros is the ability to use response templates from the knowledge base; to do this, select the “Apply response template from knowledge base” action.

You can also create multiple levels of macros to group them together. To do this, use : in the macro name:

For example:

Level1 ::Level2 ::Level3::etc.

The macros themselves are available in the application by clicking on the corresponding button, there you can also notice the benefit of using grouping:

After selecting a macro, the system will first display a window with the entire list of actions so that the operator can familiarize himself with them, and if necessary you can correct the comment, response or response template text before submitting. After clicking on the “Run macro” button, all actions from the macro will be executed in the request:

In the Request Audit, all actions of the macro will be displayed on behalf of the employee who applied it: