Macros
Org-wide canned responses with variable substitution. Insert them from the agent reply composer to keep tone and answers consistent.
- Where:
- Settings → Macros
- Permission:
- MANAGE_SETTINGS
- Updated:
- July 2026
Overview
- Macros are reusable response templates. Apply one to a request from the agent reply composer's macro palette.
- Variable substitution supports a fixed set of tokens: requester.name, requester.email, requester.first_name, request.id, request.title, request.type, request.status, agent.name, agent.first_name, and org.name.
- Macros are org-wide. The palette is searchable by name and by the optional shortcut label you give a macro.
- Macros insert text only — they don't carry side effects like status changes. Use an automation when you also want to change status, tag, or assign.
Step by step
- 01
Write the macro
Settings → Macros → New. Pick a name, the body (markdown supported), an optional category, and the variables you want substituted at insert time.
- 02
Add a shortcut label
Give the macro a short label (e.g. ack-received). It's shown and searchable in the macro palette so agents can find it fast.
- 03
Insert from the composer
In the reply composer, open the macro palette, search, and insert. Tokens are filled from the current request and the acting agent.