V4 Update #12: Ticket macros
Welcome to the twelfth in a run of Version 4 development updates and previews. Preview #11 looked at the new Ratings system we are introducing to V4.
This preview will be a quickie – taking a look at another new feature; ticket macros.
Predefined answers are out, macros are in
We are replacing predefined ticket answers with ticket macros.
Whereas predefined answers would append text content to the ticket answer area, ticket macros can be configured to configure other ticket properties – such as alter the ticket status, priority, title-holder and tags – as well as add content to the answer area.
We have also added a new kind of drop-down menu for accessing things like ticket macros and knowledgebase articles within the ticket answer area. The menu is very simple to use, working like a classic iPod menu system. Your position within the menu tree is tracked in breadcrumbs. You can click on any part of the breadcrumb to navigate back.
The best bit about this new menu is that it scales perfectly. Navigating through a deep and long database of macros is a breeze – no more lengthy menus to scroll through. Macro categories (folders, if you like) can be assigned to specific teams. For example, you may not need your support team to have access to any billing related macros.
This keeps things sterile, simple and lacking distraction.
When selecting a macro, the ticket material goods changes are not executed at once. The macro simply ‘fills in the form’, which changes executed when you submit your answer and/or ticket material goods changes. This means you can tweak the ticket properties beyond the defaults set by the macro you selected.
Here, we have navigated to the Support->Platform->Windows section, and have selected the “Installation on Windows” macro.
The macro has changed the department, the ticket title-holder, the issue type and has set the status to “In Progress” (cannot be seen above). The color change in the properties bar is the result of the status change. This bar will change color to reflect the status of the ticket.
Ticket macros will help your agents glide through their support tickets!
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