How do they work?

Macros are made up of actions (changes to a ticket). You can add as many actions to a macro as you want.

There are also a few other settings that affect who can use a macro or how it behaves.

Creating Macros

Screenshot showing different possible actions for macros.
Actions:

You can create actions to:

  • set ticket attributes (priority, state, group, etc.)
  • add new notes to a ticket

There are no actions for:

  • sending a reply to the customer

Note

Unlike triggers, the scheduler, and text modules, macro actions do not support the use of Variables.

Warning

If the ticket is missing a required attribute and the macro doesn’t set it, then no actions will be applied.

Once completed…:
 

After running this macro, should Zammad remain on the current tab, close it, or automatically switch to the next ticket? (Does not apply when running macros “in bulk”.)

Note:

What should other Zammad admins know about this macro? (Visible only via the “Edit: Macro” dialog, Rails console, and API.)

Groups:

Which Groups are allowed to see/use this macro?

Active:

Choose “inactive” to disable this macro without deleting it.

Managing Macros

You can delete or even clone existing macros in the Admin Panel under Manage > Macros.

Screencast showing the creation of a new macro via cloning and its removal

When cloning a macro, you must click “Submit” for the duplicate to be created.