Apply Macros to Tickets

Macros are reusable bundles of actions your team can apply to a ticket in a single click. Instead of typing the same reply, setting the same status, and adding the same tag every time a familiar request comes in, you save those steps once and reuse them forever. Macros keep your responses consistent and free up agents to focus on the tricky cases.

Create a macro

1. Go to Settings, then Macros under Productivity.
2. Select New Macro and give it a name that is easy to find, such as "Password Reset Reply".
3. Add one or more actions (see below).
4. Choose whether it's a shared macro for the whole team or a personal macro just for you.
5. Save.

Choose the actions to bundle

A single macro can combine several actions, all applied at once:

1. Add a reply — insert a ready-made public response to the customer.
2. Add an internal note — drop a private comment for your teammates.
3. Set status — for example, move the ticket to Pending or Resolved.
4. Set priority or set type — keep the ticket categorized correctly.
5. Assign — hand the ticket to a specific agent, or unassign it.
6. Add or remove a tag — organize tickets for filtering and reporting.

Mix and match these so one macro does everything a routine request needs.

Apply a macro to a ticket

1. Open the ticket you want to work on.
2. Select the macro from the macros list on the ticket.
3. Every action runs immediately — the status, priority, type, assignee and tag changes are applied and any reply or internal note is posted to the ticket straight away. There is no preview or confirmation step.

Keep your macros useful

1. Shared macros are visible to the whole team; personal macros stay private to their creator.
2. TixTalk counts how often each macro is applied and lists the most-used ones first.
3. Open a macro from the Macros settings to edit its name, actions or sharing, or delete it when it is no longer useful.

A small library of well-crafted macros can dramatically speed up your busiest queues.