Macro
Definition
A macro in support contexts is a saved workflow shortcut that executes multiple predefined actions simultaneously. Unlike a canned response (which only inserts text), a macro can: send a pre-written reply, update the ticket status, set the priority, add tags, assign to a specific agent or team, and trigger additional automations — all with a single action. Macros are used for common, patterned scenarios: 'refund issued' macro might send an approval message, tag the ticket as 'refund', change the status to resolved, and add a note to the customer's CRM record. This reduces handle time and error rates for repetitive tasks.
Why It Matters
Macros transform repetitive, multi-step support tasks into single-click operations, dramatically reducing handle time and the cognitive load on agents. Without macros, agents manually perform the same sequence of actions dozens of times per day — each sequence taking 30-90 seconds and requiring focus to avoid errors. With macros, the same sequence takes under 2 seconds with perfect consistency. For support quality, macros also ensure that process steps are never accidentally skipped — a macro that sends a refund confirmation email and logs the refund amount in the CRM ensures both steps always happen together.
How It Works
Macros are created and managed in the help desk administration interface. An administrator defines the macro name, the conditions under which it is appropriate (shown in descriptions or organized by category), and the sequence of actions to execute. Actions can be conditional or unconditional. Macros appear in a searchable panel within the agent workspace. Best practices include: naming macros descriptively ('Send billing dispute acknowledgment - pending review'), organizing by category, reviewing usage analytics to prune unused macros, and updating macros immediately when processes change.
Macro Execution — Single Click, Five Actions
Agent selects macro
"Billing Inquiry Response"
1 click
5 actions
execute simultaneously
Insert canned response
Billing Inquiry — Standard Reply
Add tag
"billing"
Set priority
Medium
Assign to team
Billing Team
Set status
Pending
Manual — Before Macro
~90 seconds
5 separate steps, error-prone
With Macro — After
~2 seconds
consistent, zero steps skipped
Time Saved
88 sec / ticket
x hundreds daily
Real-World Example
A 99helpers customer audits their 60-macro library and finds that agents use 18 macros regularly, 15 rarely, and 27 never. They archive unused macros, improve the naming and organization of the active ones, and create 5 new macros for recently identified common scenarios. Agent time spent searching for the right macro decreases, and the overall usage rate for the active macro library increases by 40%. Handle time for macro-applicable scenarios decreases by 30 seconds per interaction.
Common Mistakes
- ✕Creating macros that are too generic to be directly usable — macros should handle real, specific scenarios; overly generic templates still require significant editing
- ✕Never updating macros when products or processes change — outdated macros send wrong information or trigger broken workflows
- ✕Not training agents on available macros — a comprehensive macro library that agents do not know about provides none of its benefits
Related Terms
Canned Response
A canned response is a pre-written reply template stored in a support system that agents can insert into conversations with a single action, enabling consistent, fast responses to frequently asked questions.
Agent Assist
Agent assist is an AI-powered tool that supports human support agents in real time by suggesting responses, surfacing relevant knowledge base articles, identifying customer intent, and recommending next best actions during live interactions.
Ticketing System
A ticketing system is software that creates, assigns, tracks, and manages customer support requests from initial contact through resolution, providing a structured workflow and audit trail for every issue.
Average Handle Time
Average Handle Time (AHT) is the mean total time an agent spends on a customer interaction, including talk time, hold time, and after-interaction wrap-up work, used to measure support efficiency.
After-Call Work
After-call work (ACW) is the administrative tasks an agent completes immediately following a customer interaction — including updating ticket notes, tagging the issue category, scheduling follow-ups, and logging resolutions — before moving to the next contact.
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