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Automation
Use macros and automations
Speed up repeat support work while keeping the customer experience consistent.
5 min readUpdated 2026-06-05
Quick answer
Macros and automations help your team move faster on common requests without rewriting the same replies all day.
Use macros for repeat replies
A macro can add a saved reply, update ticket fields, apply tags, or leave an internal note. Use macros for repeat work that still needs a human to review the ticket first.
Use automations for predictable rules
Automations run when a ticket or conversation matches the conditions you choose. Keep rules simple and review them whenever your support workflow changes.