Macros, merging, splitting and bulk changes

These tools save time on repeated work: macros send a saved reply and update the ticket in one step, merge and split fix conversations that ended up in the wrong place, and bulk changes update many tickets at once. While you work, the ticket shows who else is looking at it or typing.

Use a macroCopy Anchor Link

A macro is a saved reply that can also change the ticket, for example setting it to Resolved, raising the priority, adding tags or assigning it to you.

1. Open a ticket and make sure Reply is selected in the composer.
2. Type / at the start of the reply box. A list of the macros shared with you appears.
3. Keep typing to narrow the list by name, then use the arrow keys and press Enter, or select a macro.
4. The macro's text appears in the reply box. Edit it if you need to. Under the box, a chip shows the macro's name and what else it will do, such as "Sending will also set state to Resolved".
5. Select Send and apply macro. The reply is sent and the ticket changes are made together. If one of the changes is not allowed, nothing is sent and you see why.

To send a plain reply instead, remove the chip with its × button. Macros are not available in internal notes, because a macro's reply is always visible to the customer.

A macro that only changes the ticket has no text. Insert it and select Send and apply macro with the reply box empty.

Manage macrosCopy Anchor Link

Admins and anyone with permission to manage macros can do this under Admin › Macros.

1. Select Add macro, or Edit next to an existing one.
2. Enter a Name and the Reply text. Leave the text empty for a macro that only changes the ticket.
3. Under Ticket changes, choose what the macro also does: Set state, Set priority, Add tags, and whether to assign the ticket to whoever uses it. A pending state also needs the number of hours the ticket stays pending.
4. Under Who can use it, share the macro with everyone on the team, with people who have certain roles, or with people in certain groups.
5. Select Add macro or Save changes.

Deleting a macro removes it for everyone it was shared with. Replies already sent with it are not changed.

Merge duplicate ticketsCopy Anchor Link

When a customer writes about the same problem twice, merge one ticket into the other.

1. Open the ticket you want to fold away and choose Ticket details to open the details panel.
2. Under Actions, select Merge.
3. Enter the number of the ticket to keep, for example 1042, and select Merge.

The merged ticket is closed and its messages appear in the timeline of the ticket you kept. Nothing is copied, so the customer still sees each message once in their conversation. Both tickets must belong to the same customer, and you need permission to edit both.

Split a message into a new ticketCopy Anchor Link

When a customer raises a new problem inside an existing conversation, split it out.

1. Open the ticket, choose Ticket details, and under Actions select Split.
2. Choose the message that starts the new problem. Internal notes cannot be split.
3. Optionally enter a title. Without one, the first line of the message is used.
4. Select Split.

The message moves to a new ticket for the same customer and group, linked to the original. The customer's next message goes to the new ticket, because it is now their most recently updated one.

Change many tickets at onceCopy Anchor Link

1. In a ticket list, select the checkbox on each ticket you want to change, or move to a ticket with the arrow keys and press X.
2. A bar appears at the bottom of the list showing how many tickets are selected.
3. Choose Set state, Set priority or Assign to me.

You can select up to 100 tickets. Each ticket is checked on its own, so if some cannot be changed (for example, you cannot edit their group, or a closed ticket cannot move to that state), the rest are still updated. A message tells you how many were updated and why the others were not, and the ones that were not updated stay selected.

See who else is working on a ticketCopy Anchor Link

The top of an open ticket shows the people viewing it and anyone typing a reply, so two people do not answer the same customer at once. Nothing about who viewed a ticket is saved to its history.

Your availability (Online, Away or Offline, set from the menu at the top of the workspace) is shown to colleagues straight away, including next to your name when they choose an owner.

For the rest of the ticket screen, see Working tickets and Arrange your desk.