What Are Support Macros?
Macros are pre-built actions that insert text, set ticket fields, add tags, and trigger workflows with a single click. They are the most underutilized productivity tool in customer support.
Types of Macros
- Response macros — pre-written replies for common questions
- Action macros — set status, priority, tags, and assignment in one click
- Hybrid macros — combine a response with ticket actions
- Triage macros — categorize and route incoming tickets quickly
Building Effective Macros
Start by analyzing your top 20 ticket types. For each, create a macro that handles the most common response. Include placeholders for personalization — customer name, specific details, relevant links.
Review macros quarterly. Remove outdated ones, update changed information, and add new ones based on emerging ticket patterns.
Macro Best Practices
- Always include a personalized greeting and sign-off
- Use merge fields for customer name and account details
- Keep macros concise — 3-5 sentences maximum
- Include a clear next step or call to action
- Let agents edit before sending — macros are starting points, not final answers
