In IT realm, macros are actions that can be applied when creating or updating a ticket. Macros are not condition-based; they’re manually applied to execute an action, such as changing a ticket assignee, populating ticket forms, add or remove ticket tags, and more. In other words, macros are like “canned responses” that can be used over and over again on tickets.
The term “macro” has existed since the dawn of computer programming in the 1950s and 1960s.
Macros are useful because they allow users to quickly execute pre-established actions, saving time and effort for those resolving tickets. As ticket submissions volumes continue to increase, businesses are doing anything they can to streamline and/or automate the processes that accompany any tickets, and macros do exactly that. They also make it easier for non-technical users to perform complex tasks without having to learn how programming languages work first.