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Ticket macros (instant workflows)
Ticket macros run a sequence of actions against a ticket in one click from the reply box. The classic example is a Resolve macro: post your reply, add 5 minutes of billable time, leave an internal note, assign the ticket to yourself and set the status to Resolved, all from a single click.
Running a macro
- Open a ticket and write your reply as normal.
- Instead of clicking Send reply, open the lightning-bolt dropdown next to it and choose Send + <macro>.
- Your reply posts first, then the macro's steps run in order.
If the reply box is empty, the same dropdown offers Run <macro>, which runs the steps without posting a reply.
Steps are applied one by one. A step that cannot apply, for example a status change that is not valid from the ticket's current state, is skipped and reported in the confirmation message; the remaining steps still run. Your reply is never rolled back.
Creating and editing macros
Go to Settings → Ticket macros (requires the Ticket macros: manage permission, on by default for admins).
A macro is a name plus an ordered list of steps. Available steps:
| Step | What it does |
|---|---|
| Add time entry | Logs time against the ticket for the technician who ran the macro, billable or not. Billable time uses your default time service unless the entry specifies one. |
| Add note | Adds a comment. Internal notes are never visible to the requester. |
| Assign to me | Assigns the ticket to the technician who ran the macro. |
| Set status | Moves the ticket through the normal status state machine. SLA handling and closure hooks behave exactly as if the change was made by hand. |
| Apply canned response | Posts a canned response as a comment, with the usual variables resolved against the ticket. |
Use the arrows to reorder steps; order is the execution order. Deactivating a macro removes it from technicians' dropdowns without deleting it.
Permissions
- Ticket macros: view — see and run macros from the reply box (running also requires ticket edit rights).
- Ticket macros: manage — create, edit and delete macros.
Both are granted to admins by default; technicians get view only.