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

Screenshot showing different possible actions for macros.

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


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


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”.)


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


Which Groups are allowed to see/use this macro?


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.