Macro actionsUpdated 2 days ago

You can add actions to your Gorgias Macros to automatically trigger events in your helpdesk, as well as in certain integrations, when the macro is applied. For example, you can create a macro with an Add tags action to automatically apply specific tags to tickets where the macro has been used, or one with a Set priority action to change the priority on tickets that receive a particular reply.

Requirements

• Available on all Helpdesk plans
• Only Admins and Leads can create macros

Add an action to your Macro

When you create a macro that contains actions, the actions will only execute once you’ve sent the macro. If you’d like, you can create a macro with no response text to apply actions to a ticket, without sending a message to your customer.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Productivity, then select Macros.
3. Select a macro from the list to edit it, or click Create macro.
4. Add a message response, if you’d like, then click Add action below the message composer.
5. Select an action from the list, then follow the prompts to configure the action.
6. Click Create Macro or Update Macro to save, or click Duplicate Macro to make a copy.

Default macro actions

The following ticket and external actions are available in Gorgias by default:

• Forward email
• Add attachments
• Add tags
• Remove tags
• Set status
• Assign an agent
• Assign a team
• Set subject
• Snooze for
• Set priority
• Send internal note
• Exclude ticket from Auto-Merge
• Exclude ticket from CSAT
• Set ticket field
• Set customer field
• HTTP hook

Shopify and Recharge macro actions

When you integrate Shopify or Recharge into Gorgias, you'll get access to a number of related actions. You can use these in macros to automate common solutions to customer inquiries, like refunding an order or cancelling a subscription. You can also create Shopify gift cards to include them in macros.

Shopify macro actions

• Cancel last order
• Cancel order
• Duplicate last order
• Edit last order's shipping address
• Refund last order's shipping cost
• Partially refund last order

Recharge macro actions

• Cancel last subscription
• Activate last subscription
• Refund last charge
• Refund last order
  
  

Apply macro actions to a ticket

When handling a ticket and you apply a macro that contains actions, the actions will be listed below the ticket’s message composer. Before sending the macro, you can preview the actions and remove or edit them so they’re executed according to your preference.

1. From a ticket, click the lightning bolt icon in the message composer, then search for a macro.
2. Select a macro from the list.
3. Scroll down to Actions performed on send.
4. Click the X icon next to an action to remove it, or edit the actions so they execute appropriately.
5. When you’re ready to send your reply, click Send.

FAQ

Can we set up Macro Actions for Magento?

No, Gorgias’s built-in macro actions don’t work with Magento integrations, since everyone’s Magento setup is custom. Instead, you can build custom actions using HTTP hook to send a request to the Magento API.

If I click Send & Close but there’s an action in my macro that sets the status to open, what will happen?

If the ticket’s status is Closed when you Send and Close, the macro action will change the status to open. If you use Send and Close on an Open ticket, the status will be set to Closed, even if there’s an action that sets the status to Open in the macro.

What happens if a Macro Action fails?

When a macro action fails, we'll automatically reopen the ticket.

What if I select several different Macros and send them all at once?

When multiple macros with actions are applied to a ticket, the actions will be executed in the order they were added to the ticket.