Macros are the replies you send every week, saved once. On any ticket, choose one from Insert a saved reply above the reply box and it goes straight into the box, filled in with that customer's name, the product the ticket is about and the ticket number before you see it.
Twelve starter replies:
Press Add The Starter Replies on the Macros tab and twelve are added in one click: where to find a license key, moving a license to a new site, installing and activating, the download link, cannot log in, an email that never arrived, something is not working, a refund request, a feature request, checking in, solved and closing, and passing a ticket to a specialist. They are general on purpose: each one says {{product}} rather than a product name, so the same reply fits everything you sell. Edit any of them to sound like you.
Placeholders:
{{customer_name}}, {{product}}, {{ticket_uid}}, {{ticket_subject}}, {{customer_email}}, {{brand}} and {{signature}}. Start a reply with Hi {{customer_name}}, and end it with {{signature}}.
Let the AI write one:
With a Claude key connected, type one sentence in the box at the top of the form, for example "tell them how to get their download again", and press Write It For Me. The AI writes the title, the description and the reply with the placeholders in the right places. Change anything you like, then save. It never invents prices, dates or policies: where it needs a fact it does not have, it leaves a short note in square brackets for you to fill in.
Improve one you have:
Press Improve With AI under the reply box. It keeps the meaning and every fact, keeps the placeholders, and makes the reply clearer and warmer. Add a note first if you want something specific, such as "shorter" or "add a step about spam folders".
One per product, or for all:
Choose a product from the list on the form (the list comes from Settings, Products) or leave it as Any product. On a ticket, the picker shows that ticket's product first, then the general replies, then the rest.
Editing and deleting:
Every macro in the list has Edit and Delete. Editing loads it into the form; save it as changes. Deleting a macro never touches tickets already answered with it.
Without an AI key:
Everything works except the two AI buttons: the starters, editing, products and the picker need no key at all.