A macro is a reusable automation shortcut available to agents inside a helpdesk platform. Unlike a simple canned response (which only inserts text), a macro can bundle multiple actions together: sending a pre-written reply, changing a ticket's status, applying tags, assigning a priority, or updating custom fields—all in a single trigger.
Common macro use cases:
- Closing a resolved ticket and sending a follow-up satisfaction survey
- Escalating a billing issue by reassigning the ticket and adding an internal note
- Marking a duplicate ticket as solved with a standard explanation to the customer
Macros improve agent efficiency and enforce workflow consistency. Teams measure macro adoption rate and compare AHT (average handle time) and CSAT on macro-assisted tickets versus manual replies to evaluate impact.