Applying suggested macros to tickets


Suggested macros help you find macros that apply to the ticket you’re currently working on. These suggestions are based on macros that were applied to similar tickets in the past, and are intended to help you resolve the customer’s request more quickly.


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Verified AI summary ◀▼
Suggested macros help you quickly resolve customer requests by recommending macros based on similar past tickets. When you open a ticket, suggested macros appear at the top of the list. You can apply, preview, or dismiss them. Applying a macro doesn't save changes until you submit the update, and dismissing irrelevant macros improves future suggestions. Only shared macros are suggested, not personal ones.




Suggested macros help you find macros that apply to the ticket you’re currently working on.
These suggestions are based on macros that were applied to similar tickets in the past, and
are intended to help you resolve the customer’s request more quickly.
Related articles:

Turning on suggested macros
Using macros to update tickets
Macros resources

When you open the macros menu within a ticket, suggested macros
appear at the top of the list of macros. From here, you can apply a suggested macro, or
dismiss it if you think the suggestion is irrelevant to the current ticket.
To apply a suggested macro from the macros menu

Open a new ticket that was created in a supported channel.
Click Apply macro in the bottom toolbar.
If you have the Copilot add-on, a red badge appears on the Apply
macro menu to help draw your attention when there are suggested macros
available.


In the Suggested for this ticket section, perform one of the following
actions:
Click a macro to apply it to the ticket. Any text or actions included in the
macro aren’t actually saved to the ticket until you submit the ticket update. If needed,
you can update the text or adjust the actions before submitting the update.
Only shared macros to which you have access are suggested; your personal
macros are never suggested.
If you have the Copilot add-on, a confidence level also appears, indicating
how likely it is that the macro is relevant to the ticket you’re working
on.


Click the eye icon to preview a macro in a new window. You can see the full text of
the macro and any additional actions the macro will perform. From here you can click
Apply Macro to apply it right away, or click Cancel to return to the
ticket.

Click the X to remove a macro from the list if it’s not relevant.
This teaches your account to suggest more
relevant macros and improves the quality of suggestions over time.



(Optional) Click Apply macro again to apply another macro to the ticket,
if needed.



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