How to Create and Manage Macros
Hello! Let's explore how this feature can improve the efficiency of Head Office users when handling requests.
In communications initiated on Yungas — whether through tickets, demands, or announcements — you can use Macros, which are pre-registered standard messages. These messages can be used during conversations or as responses when resolving tickets, allowing faster and more standardized communication.
🔸 Macro for Replying to a Ticket
Example of using a Macro during an ongoing conversation.
When a Macro is used to reply to a ticket, the message becomes visible to unit users.
🔸 Macro for Closing a Ticket
Example of using a Macro when closing a ticket.
When closing Macros are used, the message is not visible in the ticket to unit users.
Standardizing closing messages helps speed up the support process, save time, and provide more concise reports for analysis and strategic decision-making.
🔸 Macro for Sending Announcements
⚠️ Attention: All Head Office users can use Macros. However, only users with the Master role can create, edit, and delete them.
📝 Step-by-Step Guide to Creating Macros
1️⃣ Step — Accessing the Macros Page
Go to Settings >> Departments, select Manage Macros, and then click New Macro.
🔸 Macro Information Columns
On the Manage Macros page, each Macro displays the following information:
Macro title;
Number of times it has been used;
User who created it;
Date and time of creation.
2️⃣ Step — Creating a New Macro
After selecting New Macro, fill in the Macro Title and Content (the resolution message that will appear when closing the conversation).
3️⃣ Step — Linking the Department
Click Available to and define which departments will have access to the Macro.
You can choose between All Departments and Specific Departments.
📍 How to Make a Macro Available to a Specific Department
1. Under Available to, select Specific Departments and then click Select.
2. Define which departments and subdepartments will have access to the Macro.
4️⃣ Step — Defining the Macro Type
Click Available when and define the purpose of the Macro by selecting one of the following options:
Close Ticket
Reply to Ticket
Send Announcements
5️⃣ Step — Saving
After completing all the information, click Save.
Done! Your new Macro has been successfully created!
📝 Step-by-Step Guide to Managing Macros
To manage Macros used as resolution messages in a conversation, there are two possible ways:
🔹 Option 1. Open the chat of a ticket, demand, or announcement that has not yet been closed. Click Close Ticket and then Manage Macros.
🔹 Option 2. Go to Settings >> Departments and click Macros.
On the Macros management screen, you can:
Create a new Macro;
Edit a Macro;
Delete a Macro.
⚠️ Important! Before managing a Macro, make sure you are in the correct tab: Reply to Ticket, Close Ticket, or Send Announcement.
2️⃣ Step — Editing a Macro
To edit a Macro, simply click the Macro that has already been created.
Make the necessary changes and click Save.
3️⃣ Step — Deleting a Macro
To delete an existing Macro, simply click the trash icon.
Still Have Questions? 🤔
Contact our Support team through the Message icon.
⌚ Support hours: 9:30 AM to 5:30 PM.