A macro is a saved block of text you use often: the refund policy, the how to install answer, the where is my key reply.
Creating one:
- Open Macros and fill in a title, an optional short description and the body.
- Save. The macro appears in the list below and in the picker on every ticket.
The supported placeholders:
- {{customer_name}} and {{customer_email}}
- {{ticket_uid}} and {{ticket_subject}}
- {{product}}
- {{brand}}, your brand name from Settings, General
- {{signature}}, your saved email signature
Using one:
On the ticket screen, choose a macro from the Insert macro dropdown next to the reply box. Its text is appended to whatever is already in the box, so you can stack a macro on top of an AI draft or on top of your own opening line.
One thing to know about the picker:
The dropdown inserts the macro body as written, placeholders included. Fill in or delete the placeholder tokens before you send, or write your macros so the tokens sit on their own line where they are obvious. Substitution is implemented on the server side for developers calling it directly, but the one click insert in 1.1.1 gives you the raw template.
The macros list shows each title with a fifteen word preview and a delete button. Deleting a macro removes it from the picker at once and does not touch any reply you already sent.