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You can find this section in HostBill Admin =E2=86=92 Suppo= rt =E2=86=92 Support Tickets =E2=86=92 Ticket Macros
Answ= ering tickets is time-consuming task but with Ticket Macros feature you can= save few hours a month. Ticket macros are pre-defined a= nswers to tickets or actions that should be preformed on given ticket. Tick= et macros help your team work more efficiently and time-effectively as with= ticket macros your staff don't have to type in same answers to different c= ustomers. Moreover each staff member can have their own list of favorite ma= cros that they use most often. This = feature allows you to have unique macros for each administrator. Macros are= divided into categories, that can be added by the staff.
The List Categories section in Ticket Macros lists all of your ticket ma= cros and allows you to create them. My Macros section is unique for each st= aff member - this is where staff favourite macros are displayed. You can re-order your list with drag & dro= p.
Before you can create any new ticket macros you need to create at least = one category. Categories are a way to group your macros. When creating new = category you will need to:
To create new ticket macro simply use the Add macro button. There are tw= o required fields when creating new macro:
Other fields are optional, but you will need to set-up at least one of t= hem if you want your macro to perform any actions.
Notifications
Macros can imply notifications. You have the option to:
New macro can be also created from a ticket reply. Once you have answere= d for a commonly asked question, you may save your reply as a macro for the= future use.
All saved Macros can be edited or deleted if they are no longer needed.<= /p>
To remove ticket macros you need to fi= nd it in your category tree, click on "delete" and confirm your acti= on.
When= you type in your reply to the ticket you can use previously created ticket= macro. Simply select macro from the list of available macros on the right = and close ticket.
Each staff member can have their own list of 'favorite' macros they want= to use. The My macros tab lists favorite macros of the gi= ven staff member. To add existing macro to your list, choose the macro you = want to add from the "Add new macro to your list" drop-down list.
If you want to create new macro, click on "Add Macro" under My M= acros tab. After adding that macro from here= it will be automatically assigned to your list.
To remove macro from favorites, navigate to My Macros&= nbsp;tab, click on trash bin icon and confirm your action. Removing macros = in My Macros doesn't remove them from system.
Ticket macros can be viewed in a tree view and can be easily reorganized= (assigned to different category or moved) by drag'n'drop.
Ticket macros can be used for example to automatically close replied tic= kets: