Set up macros to simplify sending canned responses and taking common actions on customer issues.

Build a bank of common answers

Create and store canned responses to common questions.

Use across sources

Quickly reply to questions across Slack, Microsoft Teams, email, in-app chat and more.

Automate workflows

Chain together common actions into a single click.

Save your team's time

Spend less time on routine questions and data and workflow hygiene.

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Setup

Visit the Settings Page and look for Macros to set up new macros.

  1. Set up a canned response using templated variables. When a macro is used, this text will be pre-filled in the editor, and all you’ll have to do is hit send!
  2. Set up actions that will be executed when the macro is used, for example, adding a certain tag to an issue and setting the state to closed.
  3. Set up filters for when a macro is available. For example, have different macros available for your team to use on Slack vs. In-App Chat questions.
  4. Create macros for your whole organization, your team, or just yourself.

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Usage

Once you setup some Macros, inside your editor while solving an issue you’ll see a button for bringing up the Macro menu or you can hit the shortcut m.

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