Macros for Canned Replies and Beyond

Macros are templates that can be applied to your current ticket operation. When working on a ticket, it's one click only to turn your current comment and ticket properties into a macro so that it can be used as a template for similar future tickets.

When employing a macro all affected fields are marked with green text, so that you know what the template has changed. But you are free to alter the fields and you won't be able to see from the ticket history that a macro has been employed.