Create and manage macros for tickets and SMS messages

Think of a macro as a ready-made reply: it's essentially a reply that you can use over and over again. This can save you a ton of time when you find yourself answering the same handful of questions over and over again. Plus, it helps ensure that you're providing consistent information to patrons, particularly for questions on library policies, services, hours, and technology support.

Macros can also be configured to apply certain tags to a ticket, which can make certain types of tickets much easier to track in your statistics. And if that wasn't enough, you can also configure a macro to update a ticket to specific status (such as Open or Closed).

There are a few types of macros you can create:

  • Reply macros: these can be used when replying to tickets submitted via your question forms, widgets, or email. These are rich text macros that can also include template tokens (a token is a placeholder for information contained in a ticket, such as a patron's name).
  • Transfer macros: these can be used when transferring a ticket to another queue and/or user. Similar to Reply macros, these are also rich text macros that can include template tokens.
  • SMS macros: these can be used when replying to SMS messages, allowing you to have a dedicated batch of macros better suited to the character limit and plain text format of SMS messages.

Any user can create macros. Regular-level users can create their own private macros to use when answering tickets. Admin-level users, on the other hand, can also create macros for specific queues, or share them system-wide.


Create a ticket reply or transfer macro

To create a macro you can use when replying to or transferring tickets: 

  1. Go to Admin > Macros.
  2. Click on the Create a Macro button.
  3. In the Action Type field, choose whether you want this macro to be available when replying to tickets, or when transferring tickets to another queue/user.
  4. In the Title field, give your macro a descriptive name to help users identify the macro.
  5. In the Queue field, you can choose whether to make this macro available to just a specific queue, or system-wide.
  6. In the Message field, use the rich text editor to write the text of your macro.
    1. Macros can also include tokens, which insert information from the ticket into the message. For example, the {{t.name}} token will automatically insert the name of the person who asked the question. To see a complete list of tokens, click on the Template Instructions button.
  7. In the Set Status To field, you can choose whether or not to change the ticket's status when using this macro. For example, if you are transferring a ticket to another queue, you could update the ticket's status to Open so that other users will see it on their dashboard.
  8. In the Tag Ticket With field, you can select one or more tags to apply to tickets using the macro. This makes it easy to consistently categorize certain types of questions with the same tags.
  9. If you only want to create a macro for personal use, click on the Keep this Macro Private checkbox.
  10. Click the Save button.

Create an SMS macro

To create a macro you can use when replying to SMS tickets: 

  1. Click on the Create SMS Macro button.
  2. In the Title field, give your macro a descriptive name to help users identify the macro.
  3. In the Queue field, you can choose whether to make this macro available to just a specific queue, or system-wide.
  4. In the Message field, write the text of your macro (up to 320 characters).
  5. In the Set Status To field, you can choose whether or not to change the ticket's status when using this macro. For example, if you are transferring a ticket to another queue, you could update the ticket's status to Open so that other users will see it on their dashboard.
  6. In the Tag Ticket With field, you can select one or more tags to apply to tickets using the macro. This makes it easy to consistently categorize certain types of questions with the same tags.
  7. If you only want to create a macro for personal use, click on the Keep this Macro Private checkbox.
  8. Click the Save button.

Managing macros

  1. To edit a macro, click on its Edit () icon in the Action column.
  2. To delete a macro, click on its Delete () icon in the Action column.

Example of options for managing macros 


How to use a macro

To use a macro when replying to a ticket:

  1. Under the Create a Reply tab, select the macro you wish to use from the Apply a Macro to this Ticket dropdown.
  2. Click the Apply button.
  3. The text of the macro will automatically be inserted into the body of your reply. You can then make any needed changes to the text prior to sending the reply.

Example of applying a macro

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