Macros

Macros are agent-applied, manual one-click action bundles. An agent picks a macro from a dropdown on a specific ticket, clicks "apply," and every action in the bundle runs at once — change the status, set the priority, assign an agent, add a reply, and so on.

Macros are deliberately not a rules engine. They have no conditions and no triggers; they just package up a sequence of actions for an agent to apply with a single click.

Picking the right tool: Escalated has three automation surfaces — Workflows (admin, event-driven), Automations (admin, time-based), and Macros (agent, manual). See Workflows, Automations, and Macros for the comparison and a decision tree.

Macro actions

Each macro contains one or more actions that execute in order:

• Change status -- set the ticket status
• Change priority -- set the ticket priority
• Assign agent -- assign the ticket to a specific agent
• Change department -- move the ticket to a department
• Add tags -- apply tags to the ticket
• Send reply -- add a public reply to the conversation
• Add note -- add an internal note visible only to agents

Shared vs. personal macros

• Shared macros are visible to all agents and managed by admins
• Personal macros are visible only to the agent who created them

Admins manage macros from the Admin -> Macros page. The action builder lets you add, reorder, and configure each step visually.