Understanding what you can do with macros

Unlike traditional canned response macros, GFI HelpDesk macros can do much more than saving reusable replies. In all, you can use macros to perform the following seven different types of updates:

• Add reply content: Adds text to the reply box. The text can be edited before you send a reply to your customer.
• Set ticket department: Updates the ticket department, if you wish to move the ticket to another department.
• Set ticket owner: Assigns the ticket to a specific staff member. You can also unassign a ticket using this action.
• Set ticket type: Updates the ticket type.
• Set ticket status: Updates the ticket status.
• Set ticket priority: Updates the ticket's priority.
• Add tags to the ticket: Adds any tags you specify to the ticket. You can add as many tags as you like.

You can also use a single macro to make updates to any number of combination of these ticket attributes.

So, for example, let's say your support team is getting a lot of requests coming in about the billing on their account.

• The replies to these requests are nearly identical, regardless of which customer they're talking to.
• Plus, each of these tickets needs to get reassigned to a particular team member in the Billing department, along with a couple of updates to the ticket's attributes.

By creating a new Move ticket to Billing macro, you can capture all of those updates, and the standard reply text and make it available so that anyone on your support team can use it when replying to a ticket.

So, now that you have a sense of what you can do with macros, let's look at actually building one.