Overview

Macros save reply text your team uses often. A Requests Macro can also select a Request status, so you can prepare a consistent reply and status update together.

Applying a Macro only prepares the reply in the editor. Review it before you send.

Create a Macro for Requests

1. Open Settings → Requests → Macros

2. Click 'New macro'

3. Enter a Macro name your team can search for

4. Write the Reply text

5. Under Available in, select Requests

6. Optional: select Change request status and choose a status

7. Click 'Create'

Keep the reply specific enough to save work, but leave out commitments that do not apply to every Request, such as a delivery date.

Choose Requests, Support, or both

Select both Requests and Support under Available in when the same reply belongs in both places. The reply text is shared, but the actions depend on where you apply the Macro:

• Requests: An optional Request status change

• Support: Conversation assignment actions, described in AI replies & Macros

Apply a Macro to a Request

1. Open the Request's comment editor

2. Click the lightning-bolt button and search for the Macro's name

3. Select the Macro to insert its reply text

4. Review the text and any selected status change

5. Check whether the comment is public or private and whether Requesters should be notified

6. Send the comment

The inserted text stays editable, and nothing is sent until you send the comment.

Edit or delete a Macro

Return to Settings → Requests → Macros. Open a Macro to edit its name, reply text, availability, or status action, then click 'Update'.

To remove a Macro, open its menu, choose the delete action, and confirm with 'Delete macro'.

FAQs