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What this page is for

Support Macros are saved replies your team can reuse when the same questions come up regularly. Each macro has a title and a support department. The list also shows who created it and when it was last updated.

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How to use macros

Create a macro with a title that is easy for the team to recognise. Keep the reply focused on one situation, such as a payment question, a setup step, or a common troubleshooting answer. Review macros from time to time. If a process changes, update the macro so staff do not send old instructions to customers.

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Macro fields

  • Title: The name staff select when looking for the saved reply.
  • Support department: Limits the macro to the relevant support department.
  • Created by: The staff account that created the macro.
  • Updated at: The last time the macro record changed.
Keep titles action-oriented, such as Payment failed or Setup instructions, so the correct reply is easy to find in a busy ticket.