What Is Support Macro?
Definition
A support macro is an automated action or sequence of actions that agents can trigger with a single click to perform repetitive tasks such as categorizing tickets, sending templated responses, updating fields, or executing multi-step workflows.
Support macros are powerful productivity tools that go beyond simple canned responses. While a canned response only inserts pre-written text, a macro can perform multiple actions simultaneously — insert a reply, change the ticket status, add tags, assign to a specific team, set priority, and trigger follow-up workflows all in one click.
Macros are essential for standardizing workflows across a support team. When an agent identifies a ticket as a billing dispute, a single macro can apply the "billing" tag, set priority to high, assign to the billing team, insert the initial response template, and schedule a follow-up reminder. Without macros, agents would need to perform each of these steps manually, introducing inconsistency and wasting time.
The most effective support teams build macro libraries that reflect their actual workflows. Common macros include "Close as resolved" (sends satisfaction survey, marks resolved, updates status), "Escalate to engineering" (changes priority, assigns to eng team, adds internal note template), and "Request more information" (sends info request template, sets status to waiting).
Macro usage data provides valuable operational insights. High-usage macros indicate common workflows that might benefit from further automation. Low-usage macros may be outdated or poorly designed. Tracking which macros are used most by which agents can also identify training opportunities.
How to Measure & Implement
Track macro adoption rate — the percentage of ticket actions that involve a macro versus manual actions. Monitor which macros are used most frequently and by which agents. Measure time savings by comparing average handle time for macro-assisted interactions versus fully manual ones. Track macro accuracy by auditing whether macro-applied tags, priorities, and assignments are correct. Review macro library quarterly to retire unused macros and create new ones for emerging patterns.
How Corebee Handles Support Macro
Corebee's shared inbox supports streamlined workflows that function like macros, allowing agents to quickly categorize, assign, and respond to conversations with minimal manual effort. Combined with AI automation that handles routine actions automatically, agents can focus on complex cases that require human judgment. The AI effectively serves as an always-running macro that handles the most common support scenarios.
Learn MoreRelated Terms
Support Automation
Support automation is the use of technology — including AI, workflows, rules, and integrations — to handle repetitive customer support tasks automatically, such as ticket routing, response generation, status updates, and common inquiry resolution, without requiring manual agent intervention.
Shared Inbox
A shared inbox is a collaborative email and messaging interface where multiple support agents can view, assign, and respond to customer conversations from a single unified queue, ensuring no message is missed or answered twice.
Average Handle Time (AHT)
Average Handle Time (AHT) is a customer support metric that measures the average total duration of a customer interaction, including the time spent actively communicating with the customer, any hold time, and post-interaction work such as note-taking and ticket documentation.
Frequently Asked Questions
What is the difference between a macro and a canned response?
A canned response is a pre-written text template that an agent inserts into a reply. A macro is a multi-step automated action that can include inserting a canned response along with other actions like changing ticket status, adding tags, updating priority, assigning to a team, and triggering workflows. Macros automate entire workflows; canned responses only automate the reply text.
How many macros should a support team maintain?
Most teams maintain 20-50 active macros. Start with macros for your 10 most common workflows — ticket closure, escalation, information requests, common issue types. Add new macros when you notice agents repeatedly performing the same sequence of actions. Avoid creating too many — agents should be able to find and use the right macro quickly.
Can macros be triggered automatically without agent action?
Yes, many support platforms support automatic macro triggers based on conditions. For example, a macro could automatically run when a ticket contains certain keywords, when a ticket has been idle for a set period, or when a customer matches specific criteria. These automated macros are sometimes called triggers, automations, or rules depending on the platform.
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