How Do Macros 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

Actions

You can create actions to:

• set ticket attributes (priority, state, group, etc.)

• add new notes to a ticket

• run an AI agent

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

Edit your macros by simply clicking on it. You can delete or even clone existing macros by clicking on the ︙ action menu and select the desired action:

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