Creating and organizing macros

You can create as many macros as you need. If you start using them widely across your team, it's also useful to group them into categories, according to team or purpose or whatever makes the most sense for your team. We'll go through creating both macro categories and individual macros below.


To create or edit macros, you need a staff account with the Ticket macros permission.

To create a new macro category and macro, follow the steps given below:

  1. Login to the GFI HelpDesk staff control panel.
  2. Go to Tickets > Macros. List of existing macros categories are displayed.

    Navigation for macros

  3. To create a new category click Insert Category.
  4. In Category name, add a descriptive title for the category. (For example - "Ticket assignments.")
  5. Leave Parent Category blank. (As this is used as a top tier category).
  6. Leave Availability set to Public. (To share this macro with others).
  7. Leave Restrict to specific Team list set to All Staff Teams. (So that the whole team is able to use it).

    You can also limit the visibility of a macro to just yourself by making it private or to a specific team.

  8. Click Save to create your new category.
  9. To create a macro to move a ticket to the Billing department, click the Insert macro button.
  10. In the Macro Title field, add descriptive title. (For example - "Move ticket to Billing.")
  11. Select a Category. (For example - Ticket assignments that we created above.)
  12. Add your standardized reply text to the Reply Contents box.

    Your agents can edit this text before they send the reply to the customer.

  13. Switch to the Properties tab. Here you can change ticket properties (few or many).
  14. From Set department choose which department to assign the ticket to. (For example - 'Billing'.)
  15. Choose a staff member to assign the ticket to from Set ticket owner.
  16. From the next three, you change the ticket's type, status, and priority, respectively.
  17. And finally, in the Add tags to the ticket field, you can add one or more tags to add to the ticket. (In our example, since we are transferring a ticket between departments, add transferred as a tag here).

    You can add as many tags as you like – hit return to enter a tag and start typing a new one.

  18. When you have all your changes to ticket properties locked in, click the Save to create your new macro.

Now, when your team is replying to tickets, they have the option to select this macro from the list.

For further details on how to use macros when replying to tickets, see Using macros in ticket replies.