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
Go to Settings → Macros.
Click New Macro and give it a name that's easy to find, like "Password Reset Reply."
Add one or more actions (see below).
Choose whether it's a shared macro for the whole team or a personal macro just for you.
Save.
Choose the actions to bundle
A single macro can combine several actions, all applied at once:
Add a reply — insert a ready-made public response to the customer.
Add an internal note — drop a private comment for your teammates.
Set status — for example, move the ticket to Pending or Resolved.
Set priority or set type — keep the ticket categorized correctly.
Assign — hand the ticket to a specific agent, or unassign it.
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
Open the ticket you want to work on.
Choose the macro from the macros menu.
TixTalk instantly runs every action in the macro—posting the reply, updating fields, and adding tags together.
Review the result and send or adjust as needed before moving on.
Keep your macros useful
Shared macros are visible to the whole team; personal macros stay private to their creator.
TixTalk tracks how often each macro is used, so your most popular ones surface first.
Review your macros periodically and update replies to keep them accurate and on-brand.
A small library of well-crafted macros can dramatically speed up your busiest queues.
