Macros¶
A macro is a one-click button that performs several ticket actions at once β for example set a status, add a reopen time and return to the ticket list. Macros save agents repetitive clicks and keep routine handling consistent. Set them up in Settings β Tickets β Macros.
A macro is offered to an agent only where both their profile and the ticket's category allow it β see Choose Which Profiles Can Use a Macro and Select Category below.
Macro Details¶
Fill in the macro's Title, then set up the macro settings below:
| Settings | Description |
|---|---|
| Description | Enter a description. |
| Position | Select the position in which your macro is displayed. The number of macros that are displayed depends on your screen resolution. |
| Display in activity | Not displayed, Under arrow or As button. |
| Display in ticket | Not displayed, Under arrow or As button. |
| Button colour | Select the colour of your macro button. |
Action¶
Drag a container from the Macros list and drop it into the form field. You can combine several actions in one macro. For example, combining Reopen with Back sets the reopen date, saves the ticket and returns you to the list of tickets.
| Macro | Description |
|---|---|
| Back | Save your ticket and return to the preview of your tickets. |
| Category | Select a category for this macro. By clicking this macro button it will assign the chosen category and save your ticket. |
| Close activity | Closes the current ticket activity. Combine with other macros (e.g. Back or Status) to close the activity and save the ticket in a single click. |
| Delete | Delete your ticket and return to the preview of your tickets. |
| Not save | Changes parameters of the ticket without saving it. |
| Notification | Calendar notification. Clicking the macro opens the notification window. Fill in the fields and click Save. |
| Priority | Select a ticket priority for this macro. By clicking this macro button it will change the priority and save your ticket. |
| Reopen | Reopen time: Relative time that should be added to current time for reopening (e.g. +1 week, 3 days, 7 hours, 2 minutes, 5 seconds). Parsed time: shows an example of the resulting reopen time. By clicking this macro button it will set the reopen time and save your ticket. See Entering Dates and Times for the natural-language syntax. |
| Send email/comment | Sends the currently composed email or comment. Combine with other macros to send the message and perform additional ticket actions simultaneously. |
| Set follower | Select the users who will be added as followers after the macro is clicked. |
| Stage | Select a ticket stage for this macro. By clicking this macro button it will change stage of ticket and save your ticket. |
| Status | Select a ticket status for this macro. By clicking this macro button it will add the status of ticket and save your ticket. Check the replace checkbox if you want to replace the old status. |
| URL address | This macro will open a URL address by clicking macro button. In the URL it is also possible to pass parameters/variables that will be replaced by real values. Example URL: https://www.daktela.com/?title='+object.title+'&name='+object.name+'&contact='+object.contact.name+' |
| User | Select a user for this macro. By clicking this macro button it will change the owner of the ticket and save your ticket. Check the replace checkbox if you want to replace the user. |
Choose Which Profiles Can Use a Macro¶
In Settings β Tickets β Macros, click Change in the Profiles column of the macro. Tick the box in the Show column for every profile whose users should see the macro. You can also add macros to a profile's scope in the Tickets area of the profile β see Profiles β Tickets Area.
Select Category¶
In Settings β Tickets β Macros, click Categories in the Relations column of the macro and select the categories in which the macro should be available. Click Multiple save to apply the same selection to several macros, or Save to apply it to this macro only.