Organizing and managing your macros


Most support teams create and use lots of macros. As your list of macros grows, you may find it difficult to quickly locate macros when you’re trying to apply one to a ticket. You can remedy this by organizing and sorting your macros using a number of different techniques.


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Most support teams create and use lots of macros. As your list of macros grows,
you may find it difficult to quickly locate macros when you’re trying to
apply one to a ticket. You can remedy this by organizing and sorting your
macros using a number of different techniques.
This article discusses the following topics related to organizing and managing
macros:

Accessing the Macros page
Browsing and searching the macros list
Editing, cloning, deactivating, and deleting macros
Categorizing macros
Sorting the list of macros
Reordering macros manually
Turning off the most-used macros option

Related articles:


Using macros to update
tickets
Creating macros for
tickets
Building macro action
statements
Creating macros from existing
tickets




Accessing the Macros page

All of your available macros can be managed through the Macros page.
To access the Macros page



In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros.



On the Macros tab, you can browse, categorize, sort, reorder, and
filter your macros. Read on for more information.



Browsing and searching the macros list

Macros are divided by activation status. The default view on the Macros
page is the list of Active macros. You can view macros that
have been deactivated by clearing the Active filter. For more
information on activation status, see Editing,
cloning, deactivating, and deleting macros.
By default, macros are listed in alphabetical order. If you have a large
number of macros, the list will be paginated. You can scroll through
the pages using the controls at the bottom of the page.

If you know the name, or partial name, of the macro you want to view, you
can enter it into the search box at the top of the page.

All macros containing the search term appear in the list.
Click Clear search to return to the full list.



Editing, cloning, deactivating, and deleting macros

You can edit, clone, deactivate, or delete a macro by selecting the
checkbox next to its name.




Edit allows you to modify the title, actions, and
permissions used.

Clone creates a copy that you can modify and
repurpose.

Deactivate removes the macro from the Active
macros list, and moves it onto the Inactive macros
list, making it unavailable to Agents. Deactivated
macros can be activated if needed.

Delete permanently removes the macro. Only
deactivated macros can be deleted. Deleted macros
cannot be recovered.

Agents can only use these actions on their personal macros.
Administrators can use them on their personal macros and all shared
macros.
Additionally, admins can view and clone agents'
personal macros. For example, admins may want to clone an agent's
personal macro so that it can be created as a shared macro for all
agents to use.


Note: The options menu also includes controls
for changing the macro's position in the list. This
functionality is covered in Reordering macros
manually.


To edit a macro
On the Macros page, locate the macro you want to
edit.
Select the checkbox next to the macro's name.
In the action bar at the bottom of the list, click
Edit.
Modify the title and actions as needed.
Click Save.



To clone a macro
On the Macros page, locate the macro you want to
clone.
Select the checkbox next to the macro's name.
In the action bar at the bottom of the list, click
Clone.
Enter a new title for your macro and modify the actions
as needed.
Click Create.


To deactivate a macro


On the Macros page, locate the macro you want to
deactivate.
Select the checkbox next to the macro's name.
In the action bar at the bottom of the list, click
Deactivate. The macro's status is updated
to Inactive.

Note: You cannot deactivate
macros that include unavailable values in the
action statements. Attempting to deactivate the
macro will fail, and the macro will remain in the
Active macros list, marked with a red exclamation
point.




To activate a deactivated macro


On the Macros page, clear the Active filter to
include inactive macros in the list.
Select the checkbox next to the macro's name.
In the action bar at the bottom of the list, click
Deactivate. The macro's status is updated
to Active.


To delete a macro


On the Macros page, clear the Active filter to
include inactive macros in the list. If the macro is
currently active, use the instructions above to
deactivate it.
Select the checkbox next to the macro's name.
In the action bar at the bottom of the list, click
Delete. The macro is permanently
deleted.





Categorizing macros

Sorting your macros into categories can make locating
a specific macro, or type of macro, much simpler. Categorizing
allows agents to quickly apply macros when
working with a ticket, and gives you an option for filtering
macros on the Macros management page.
You categorize macros by including the categories in
your macro titles and separating them with two colons (::), as in
this example:

To create nested macro categories

In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros.
Click Add Macro.
Create a macro title that contains the top level category and
subcategories you want to use followed by the macro name,
each separated by two colon symbols as shown here: Assign
to::me::question

The
macro title in this example indicates that you’re
assigning the ticket to yourself and setting the
Type property to Question. The top level category is
'Assign to' and the subcategory is 'me'. The macro
name is 'question'. You can use any category and
title naming structure that you prefer.

Create any other macros that you want to include in this
category structure or modify the titles of existing macros
to follow the same pattern.

To organize your macros, you can create as many top level catgories and
subcategories as you need.



Filtering the list of macros

You can filter the displayed macros based on status, who they're
available for, and category.
To filter the list of macros


At the top of the macros table, click the Filter
button.
In the Filter pane that appears, select any of
the following filtering options:

Status: Includes Active and
Inactive


Available for: Includes the following
options:

All shared macros: Macros that are
shared, either to the whole account or to one or
more groups

All agents: Macros available to all
agents (No group-only macros)

You: Macros available only to you

Individual agents: Personal macros
owned by all other agents (Visible to admins
only)

Group: Macros available only to agents
in the group specified



Categories: Includes any categories
you've created



Click Apply filters.



To clear your filters and return to the full list of macros, click
Clear filters at the top of the macros list.



Sorting the list of macros

The Macros page includes options for viewing and sorting your macros. You
can sort macros by name, creation date, and date last updated. If
you're on a Suite Growth or Support Professional plan or higher, you
can also sort by usage. The total number of macros in the view
appears above the list of macros.


To sort your list of macros
On the Macros page, click the column header you want to
sort by.


The first click sorts in ascending alphabetical (A–Z) or chronological
(oldest to newest) order. You can click the column header again to
reverse the sort order.
You can sort by only one column at a time.



Reordering macros manually

If you turn on the manual ordering setting, you can reorder your macros
by dragging and dropping them in the list on the Macros page.
If the order of your macros isn't essential to your workflow, however, we
recommend disabling manual order mode so all newly created macros
will snap into place without manual intervention.
To turn on manual reordering


In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros.
Click Actions > Manage settings.
Select Turn on manual ordering.
Click Save.



To reorder macros manually



In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros.
Click Actions > Edit order.
Click and hold the drag-and-drop handle for the macro
you want to move. Drag the macro into position and
release the handle. Repeat as needed to reorder your
macros list.

Click Save.





Turning off the most-used macros option

By default, the three most-used macros from the past week are displayed
at the top of the macros list. You can turn off this feature if it
doesn't fit into your workflow.
To disable the most-used macros option


On the Macros page, click Actions > Manage
settings.

On the Manage settings page, deselect Display agents'
most-used macros.

Click Save.




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