HelpDesk rules run automatically when their configured conditions match. Macros group actions that an agent applies manually to a ticket.
- Open Automations → Rules with an administrator account that can manage rules.
- Choose Create rule, or start from a template.
- Give it a clear name and review the available event, condition and matching options.
- Add the actions to perform, such as setting priority, assigning a support group or adding a tag.
- Save the rule and check its enabled state.
- Create a controlled test ticket that meets the conditions. Verify the intended action and check that a ticket outside the conditions remains unaffected.
For a first test, use an action such as adding a tag. Before enabling automatic customer replies, review the message text, matching conditions and possible overlap with other rules.
¶ Create and apply a macro
- Open Automations → Macros and create a macro or use a template.
- Add reusable actions and choose the available visibility and team settings.
- Save it, open a test ticket and select the macro from the ticket's macro controls.
- Check the result before applying it to customer work.
Use the message variable options shown in the editor. Do not invent variable names; missing values can produce an incomplete customer message.
Check whether the rule is enabled, the ticket matches its conditions, and the selected team or agent still exists. Administrators can review Execution history and retries where available. Inspect what already succeeded before retrying actions that send messages.
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