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Macros

Reusable replies agents insert into a ticket comment.

Settings → Macros

Reusable reply templates agents insert into a ticket comment — saves retyping the same answer for common questions. Any agent can use a macro; only admins can create, edit, or delete one.

Template variables

Filled in automatically at the moment a macro is inserted into a comment:

  • {{ticket.key}} — the ticket's key, e.g. SUP-42.
  • {{ticket.title}} — the ticket's title.
  • {{customer.name}} — falls back to "there" if the ticket has no linked customer.

No other variables are supported today — anything else typed literally stays as-is.

Scope and visibility

  • Applies to — leave All projects ticked to make a macro available everywhere; untick it and pick one project to keep it out of every other project's macro list.
  • Default visibility — whether the comment it produces defaults to internal-only or customer-visible when inserted. The agent can still change it before posting.
  • Active — turn off to hide a macro from the picker without deleting it (and losing its history/edits).
Editing a macro's body only affects future insertions — comments already posted from it are already-plain text and don't update retroactively.